New Hub 5 keeps dropping internet connection

Question

I had a new Hub 5 a few weeks ago (replaced a Hub 3 and briefly a Hub 4) and have now had a few times where the internet just stops for a few minutes, then comes back.

During the outages I am able to talk to the Hub 5 quite happily via Wi-Fi and see its status page , so this seems to be some kind of internet/cable modem issue rather than a Wi-Fi problem. All our devices lose internet at the same time, even those cabled into the hub via Ethernet.

Note that we had zero problems like this with the Hub 3 for all the time it was here (a week or so prior to the Hub 5 arriving).

I had a look in the Hub 5 status pages and during the outages had the following things logged:

24-11-2025 14:22:03	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
24-11-2025 14:22:03	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
24-11-2025 14:19:04	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;

21-11-2025 20:22:41	critical	No Ranging Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
21-11-2025 20:22:40	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
21-11-2025 20:22:40	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
21-11-2025 20:22:34	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
16-11-2025 11:09:30	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
16-11-2025 11:09:30	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
16-11-2025 11:09:24	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
14-11-2025 17:20:25	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
14-11-2025 17:20:25	critical	16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;
14-11-2025 17:20:19	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=70:7d:a1:74:e7:45;CMTS-MAC=00:01:5c:7b:ac:54;CM-QOS=1.1;CM-VER=3.1;

None of that means anything to me, but I have found other people with similar issues and this being a total pain to get sorted. I've just called the VM support number and they're going to book a techy to visit on the afternoon of 26th, but being an intermitted fault I suspect it's unlikely it'll do it whilst they're here. The person on the phone saw no issues when they looked at the connection (I'm guessing they don't get to see the Hub logs...)

In the 3.0 Downstream Channels bit, one line stands out as significantly different to all the rest:

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
8	Locked	39	196	761

All the other channels are at low single digits for Pre RS Errors and zero for Post RS Errors. No idea if that's related? The log messages are talking about upstream channel 8 and the above is downstream channel 8.

Also, when we had the Hub 3 fitted years ago, a 6dB attenuator was fitted. I have no idea if that's still needed, I recall the installer saying the signal was a bit strong. Perhaps the Hub 5 would work better with this removed, or maybe it even needs a higher value attenuator? Can anyone tell me what range of numbers I should be looking for in the Downstream or Upstream sections? I'm guessing there's a normal operating range for the dBmV power levels?

Thanks for any help, advice and suggestions 😊

robincm · Answer

3.0 Downstream channels
Channel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;SNR (dB) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID1 &nbsp; &nbsp;331000000 &nbsp; &nbsp;1.4 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;252 &nbsp; &nbsp;139000000 &nbsp; &nbsp;1 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;13 &nbsp; &nbsp;147000000 &nbsp; &nbsp;1 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;24 &nbsp; &nbsp;155000000 &nbsp; &nbsp;0.8 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;35 &nbsp; &nbsp;163000000 &nbsp; &nbsp;0.8 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;46 &nbsp; &nbsp;171000000 &nbsp; &nbsp;0.8 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;57 &nbsp; &nbsp;179000000 &nbsp; &nbsp;1 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;68 &nbsp; &nbsp;187000000 &nbsp; &nbsp;1.2 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;79 &nbsp; &nbsp;195000000 &nbsp; &nbsp;1.3 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;810 &nbsp; &nbsp;203000000 &nbsp; &nbsp;1.3 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;911 &nbsp; &nbsp;211000000 &nbsp; &nbsp;1.4 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1012 &nbsp; &nbsp;219000000 &nbsp; &nbsp;1.3 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1113 &nbsp; &nbsp;227000000 &nbsp; &nbsp;1.2 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1214 &nbsp; &nbsp;243000000 &nbsp; &nbsp;0.8 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1415 &nbsp; &nbsp;251000000 &nbsp; &nbsp;0.8 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1516 &nbsp; &nbsp;259000000 &nbsp; &nbsp;0.7 &nbsp; &nbsp;39 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1617 &nbsp; &nbsp;267000000 &nbsp; &nbsp;0.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1718 &nbsp; &nbsp;275000000 &nbsp; &nbsp;1.1 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1819 &nbsp; &nbsp;283000000 &nbsp; &nbsp;1.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;1920 &nbsp; &nbsp;291000000 &nbsp; &nbsp;1.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2021 &nbsp; &nbsp;299000000 &nbsp; &nbsp;1.4 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2122 &nbsp; &nbsp;307000000 &nbsp; &nbsp;1.6 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2223 &nbsp; &nbsp;315000000 &nbsp; &nbsp;1.6 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2324 &nbsp; &nbsp;323000000 &nbsp; &nbsp;1.4 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2425 &nbsp; &nbsp;339000000 &nbsp; &nbsp;1.8 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2626 &nbsp; &nbsp;347000000 &nbsp; &nbsp;1.9 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2727 &nbsp; &nbsp;355000000 &nbsp; &nbsp;2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2828 &nbsp; &nbsp;363000000 &nbsp; &nbsp;2 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;2929 &nbsp; &nbsp;371000000 &nbsp; &nbsp;2.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3030 &nbsp; &nbsp;379000000 &nbsp; &nbsp;2.1 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;3131 &nbsp; &nbsp;387000000 &nbsp; &nbsp;2.3 &nbsp; &nbsp;40 &nbsp; &nbsp;QAM 256 &nbsp; &nbsp;323.0 Downstream channels
Channel &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER (dB) &nbsp; &nbsp;Pre RS Errors &nbsp; &nbsp;Post RS Errors1 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4 &nbsp; &nbsp;02 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;7 &nbsp; &nbsp;03 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;4 &nbsp; &nbsp;04 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;0 &nbsp; &nbsp;05 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;4 &nbsp; &nbsp;06 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;3 &nbsp; &nbsp;07 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;5 &nbsp; &nbsp;08 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;196 &nbsp; &nbsp;7619 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;3 &nbsp; &nbsp;010 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;1 &nbsp; &nbsp;011 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;3 &nbsp; &nbsp;012 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;3 &nbsp; &nbsp;013 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;5 &nbsp; &nbsp;014 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;3 &nbsp; &nbsp;015 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;016 &nbsp; &nbsp;Locked &nbsp; &nbsp;39 &nbsp; &nbsp;2 &nbsp; &nbsp;017 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;018 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1 &nbsp; &nbsp;019 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1 &nbsp; &nbsp;020 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6 &nbsp; &nbsp;021 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;4 &nbsp; &nbsp;022 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;8 &nbsp; &nbsp;023 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;024 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;6 &nbsp; &nbsp;025 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;2 &nbsp; &nbsp;026 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;027 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;0 &nbsp; &nbsp;028 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;2 &nbsp; &nbsp;029 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;0 &nbsp; &nbsp;030 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;3 &nbsp; &nbsp;031 &nbsp; &nbsp;Locked &nbsp; &nbsp;40 &nbsp; &nbsp;1 &nbsp; &nbsp;03.1 Downstream channels
Channel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;Modulation (Active Profile) &nbsp; &nbsp;First Active Subcarrier (Hz)33 &nbsp; &nbsp;94 &nbsp; &nbsp;4K &nbsp; &nbsp;1840 &nbsp; &nbsp;QAM 4096 &nbsp; &nbsp;11083.1 Downstream channels
Channel ID &nbsp; &nbsp;Locked Status &nbsp; &nbsp;RxMER Data (dB) &nbsp; &nbsp;PLC Power (dBmV) &nbsp; &nbsp;Corrected errors (Active Profile) &nbsp; &nbsp;Uncorrectable errors (Active Profile)33 &nbsp; &nbsp;Locked &nbsp; &nbsp;0 &nbsp; &nbsp;4.6 &nbsp; &nbsp;1818275569 &nbsp; &nbsp;0
&nbsp;
3.0 Upstream channels
Channel &nbsp; &nbsp;Frequency (Hz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;Symbol Rate (ksps) &nbsp; &nbsp;Modulation &nbsp; &nbsp;Channel ID0 &nbsp; &nbsp;49600000 &nbsp; &nbsp;43.5 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;11 &nbsp; &nbsp;43100000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;22 &nbsp; &nbsp;36600000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;33 &nbsp; &nbsp;30100000 &nbsp; &nbsp;43 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;44 &nbsp; &nbsp;23600000 &nbsp; &nbsp;42.8 &nbsp; &nbsp;5120 &nbsp; &nbsp;QAM 64 &nbsp; &nbsp;93.0 Upstream channels
Channel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;T1 Timeouts &nbsp; &nbsp;T2 Timeouts &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts0 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;1 &nbsp; &nbsp;01 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;02 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;03 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;04 &nbsp; &nbsp;ATDMA &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;0 &nbsp; &nbsp;03.1 Upstream channels
Channel &nbsp; &nbsp;Channel Width (MHz) &nbsp; &nbsp;Power (dBmV) &nbsp; &nbsp;FFT Type &nbsp; &nbsp;Modulation12 &nbsp; &nbsp;10.4 &nbsp; &nbsp;38.7 &nbsp; &nbsp;2K &nbsp; &nbsp;QAM 2563.1 Upstream channels
Channel &nbsp; &nbsp;Channel Type &nbsp; &nbsp;Number of Active Subcarriers &nbsp; &nbsp;First Active Subcarrier (Hz) &nbsp; &nbsp;T3 Timeouts &nbsp; &nbsp;T4 Timeouts12 &nbsp; &nbsp;OFDMA &nbsp; &nbsp;208 &nbsp; &nbsp;74000000 &nbsp; &nbsp;20 &nbsp; &nbsp;0
General Configuration
Network access &nbsp; &nbsp;AllowedMaximum Number of CPEs &nbsp; &nbsp;1Baseline Privacy &nbsp; &nbsp;EnabledDOCSIS Mode &nbsp; &nbsp;3.1Config file &nbsp; &nbsp;cmreg-vmdg660-bbt057-b.cmPrimary Downstream Service Flow
SFID &nbsp; &nbsp;180372Max Traffic Rate &nbsp; &nbsp;143750047 bpsMax Traffic Burst &nbsp; &nbsp;42600bytesMin Traffic Rate &nbsp; &nbsp;0 bpsPrimary Upstream Service Flow
SFID &nbsp; &nbsp;180371Max Traffic Rate &nbsp; &nbsp;22000047 bpsMax Traffic Burst &nbsp; &nbsp;42600bytesMin Traffic Rate &nbsp; &nbsp;0 bpsMax Concatenated Burst &nbsp; &nbsp;42600bytesScheduling Type &nbsp; &nbsp;Best Effort
&nbsp;
Network Log
[MOD EDIT: Removed due to containing private information]

jbrennand · Answer

Post up full details as per below and someone will comment.

___________________________________________________

Post up your Hub/network connection details in the format below and someone will check to see if there is a problem there. In your browser’s URL type in 192.168.0.1 if in router mode or 192.168.100.1 if in modem mode. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.

Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables in the Downstream tab, the 2 in the Upstream tab, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
https://www.thinkbroadband.com/broadband/monitoring/quality

Adduxi · Answer

robincm wrote:what range of numbers I should be looking for in the Downstream or Upstream sectionsDS -6 to +10&nbsp; US 34 to 51&nbsp; PostRS errors should be zero or close to.&nbsp; T3 errors should be minimal.Setup a BQM to monitor the incoming circuit &nbsp;http://www.thinkbroadband.com/ping&nbsp;

Carley_S · Answer

Hi robincm&nbsp;
Welcome back to the Community Forums.&nbsp;Sorry to hear of service concerns. Checking the systems on our side, we can see that you've since been in touch with the team, and we trust this is now resolved.&nbsp;
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

robincm · Answer

Thanks, I have a BQM running and it showed an outage during when I had the outage and last lot of t3 timeouts. I only set it up about a day before so none of the other ones were captured.

The technician visited today and removed the attenuator. Apparently they don't use these anymore and the specific one I had can cause noise problems. He could see outages that corresponded with all the t3 timeouts in the hub logs.

He also checked the levels and everything is spot on where it should be.

The cable into the house from the street was a bit of a mess. Had a join/repair, and there was an exposed coupler that he's put a load of self amalgamating tape over that plus a few minor bits of damage that he also taped up. He said he might need to come back and dig up the cable and possibly replace it.

So we'll see. It'd be nice if it was the attenuator causing all the problems...

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