Forum Discussion

Tezz001's avatar
Tezz001
On our wavelength
6 months ago

Super hub 5 modem mode crashing

Hello,

I don’t know if this is the correct place. But my super hub 5 keeps crashing, I am using modem mode, and quite frequently the internet will drop out and when looking at the super hub 5 the light is green but still no internet until I turn it off and unplug until the green light on the power supply has gone out, then plug back in and turn it on and wait a few minutes and all is good. Until it happens again.

My patience for virginmedia is dying fast, no end of issues, just had two 360 boxes replaced and before that had to fight for a refund on services I don’t have but had been paying for.

sorry off topic. Has anyone had this issue with constant crashing with green light on hub 5.

can the power supply unit itself be the cause of this? Or is the hub on its way out?

Tezz

Super Hub 5
  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    Could be a faulty hub or a circuit problem. Please supply stats:

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • Tezz001's avatar
      Tezz001
      On our wavelength
      6 months ago

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1659000000439QAM 25632
      24190000004.239QAM 2562
      34270000004.339QAM 2563
      44350000004.439QAM 2564
      54430000004.239QAM 2565
      64510000004.239QAM 2566
      74590000003.939QAM 2567
      84670000003.939QAM 2568
      94750000003.739QAM 2569
      104830000003.739QAM 25610
      114910000003.639QAM 25611
      124990000003.539QAM 25612
      135070000003.339QAM 25613
      145150000003.539QAM 25614
      155230000003.539QAM 25615
      165310000003.739QAM 25616
      175390000003.839QAM 25617
      185630000004.139QAM 25620
      195710000004.239QAM 25621
      205790000004.139QAM 25622
      215870000004.239QAM 25623
      22603000000439QAM 25625
      236110000003.939QAM 25626
      246190000003.939QAM 25627
      256270000003.839QAM 25628
      266350000003.939QAM 25629
      276430000003.939QAM 25630
      286510000003.939QAM 25631
      29667000000439QAM 25633
      306750000004.139QAM 25634
      316830000004.139QAM 25635
      326910000004.140QAM 25636

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked394851282
      2Locked396314
      3Locked39918
      4Locked39760
      5Locked39750
      6Locked39700
      7Locked39740
      8Locked39810
      9Locked39671
      10Locked397213
      11Locked39770
      12Locked395312
      13Locked396522
      14Locked396334
      15Locked396646
      16Locked397442
      17Locked397957
      18Locked3915098
      19Locked39172159
      20Locked39207219
      21Locked39238268
      22Locked39376558
      23Locked39372572
      24Locked39414741
      25Locked39439909
      26Locked394441095
      27Locked394991099
      28Locked394871051
      29Locked395171166
      30Locked394961177
      31Locked394791066
      32Locked404931028

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked401.6121227893135
       
       

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      049600000475120QAM 641
      14310000046.55120QAM 642
      23660000045.55120QAM 643
      33010000045.35120QAM 644
      42360000044.85120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA0000

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61041.02KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2007400000000
       
       

      Network Log

      Time Priority Description
      09-08-2024 22:09:37noticeGUI Login Status - Login Success from LAN interface
      09-08-2024 21:25:22noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:22warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:18noticeREGISTRATION COMPLETE - Waiting for Operational status
      09-08-2024 21:25:13warningDynamic Range Window violation
      09-08-2024 21:25:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:13warningDynamic Range Window violation
      09-08-2024 21:25:13warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:13warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:13warningDynamic Range Window violation
      09-08-2024 21:25:12warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:12warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:12warningDynamic Range Window violation
      09-08-2024 21:25:07noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:03noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:25:01warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:24:59noticeHonoring MDD; IP provisioning mode = IPv4
      09-08-2024 21:24:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:24:47criticalCable Modem Reboot because of - HW or Power-On Reset
      09-08-2024 21:22:18criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:15criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:12criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:11criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:08criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:05criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:05criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:22:05criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 21:20:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 18:40:21criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 18:37:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      09-08-2024 16:06:21critical16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
       
  • carl_pearce's avatar
    carl_pearce
    Community elder
    6 months ago

    Are you connecting the HUB to your own router using the 2.5Gbps port?

      • carl_pearce's avatar
        carl_pearce
        Community elder
        6 months ago
        Tezz001 wrote:

        Yes I am

        Can you try one of the 1Gbps and check for stability (I know it will limit the speed to around 940Mbps).

        Depending on the router you are using it may have EEE (Energy saving) enabled, which causes issues with that port.

        Which router?

  • Tezz001's avatar
    Tezz001
    On our wavelength
    6 months ago

    I don’t think it’s my x50s causing the problem because this has only recently started to happen

      • Tezz001's avatar
        Tezz001
        On our wavelength
        6 months ago

        Hi,

        yes i know it’s modem mode but when the hub fails the green light is solid and I cannot connect via 192.168.100.1 even by hardwire, so I know it’s frozen/stuck and only switching off, unplugging and switching all back on works. I always check first to see if there is an outage in my area! When I spoke to the vm staff they hinted there may be an issue with the router but when I told them I only use it in modem mode they said it shouldn’t be an issue. Thanks for everyone’s help but I think I may need to actually speak to a vm engineer or get a replacement router. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    Connect a PC to the hub in modem mode and test maybe your deco x50s is a problem

    • Tezz001's avatar
      Tezz001
      On our wavelength
      6 months ago

      The x50s aren’t the problem, it’s just done it again and all I could do was unplug it, couldn’t access it via 192.168.100.1 via my network or directly plugging a pc to the hub. Dead as a dodo with a green glowing nose. All works now after unplugging.. waiting and plugging back in. It’s the router not anything else using my deco mesh or the mesh itself. Seriously no virgin staff seeing my post? 

      • carl_pearce's avatar
        carl_pearce
        Community elder
        6 months ago

        It can take several days for a reply on here as it's not a direct contact for the support lines.

        You'll need to contact VM by phone if you want a faster response, assuming you don't mind waiting on hold depending on the time you phone.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    You should rule out your stuff first if you have a PC with two NIC or add one you can enable internet connection sharing to your deco.

    VM is not likely going to support testing in modem mode and may ask you to change to router mode even then they likely see it fine should your problem not happen all the time. In a way its just better if the hub dies out right to get a new hub should it be faulty hardware on the Ethernet side and Docsis shows good.       

    • Tezz001's avatar
      Tezz001
      On our wavelength
      6 months ago

      I have absolutely and totally ruled out all of my own equipment. When my connection drops out, the whole hub 5 is totally dead, can’t access it until after unplugging, plugging back in.

      also whilst on a call to vm in regards to a tv fault (bad pixelation) after 2 replacement boxes, they mentioned there was a fault with my broadband, at the time I wasn’t having issues and I said I was using it in modem mode and they said it wouldn’t be a problem then, of course I should have asked more but I’m autistic and I was edging towards a tantrum and losing control so I did all the pleasantries to get the call to end, and end without me being rude.

       

      so if no one from vm has seen this and contacted me by mid morning tomorrow I will try calling and get an engineer out or a replacement router! The replacement would be easiest and cause less disruption but I doubt I’ll be able to choose

      • Tezz001's avatar
        Tezz001
        On our wavelength
        6 months ago

        On the phone right now to vm, I’m being told they won’t help me unless I call back at the time when my hub 5 next crashes! Ridiculous as sometimes it can be 10pm or later and no guessing when it happens