Forum Discussion

Ash_'s avatar
Ash_
On our wavelength
2 months ago

SuperHub 5 keeps saying "Connection timed out"

Hello,

I have a SuperHUB 5 which I keep having issues with packet loss and connection drop outs and every time that happens the router login page displays "Connection timed out".

It displays this message for other devices on the network too so it's not my Laptop or PC. 

I have it in modem mode connected to a Unifi Cloud Gateway Max and a redundant 5g connection. Recently it's been failing over to 5g quite a lot. 

I have tried a hard reset and just having it in normal mode but that does not make any difference. 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    31 days ago

    Hi Ash_, thank you for your post.

    We're sorry to hear about the issues you've been having 😔

    I can see you've spoken to the team since you posted. Has the matter now been dealt with?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Ash_'s avatar
      Ash_
      On our wavelength
      20 days ago

      Hi Daniel,

      Still having the exact same issue "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW"

      I have put all my upstream and downstream information into chatGPT and it's saying I need between a -3 and -6 attenuator

      How can I get one as the original engineer when all these issues started too my attenuator away.

      • Carley_S's avatar
        Carley_S
        Forum Team
        17 days ago

        Sorry to hear you're still experiencing service issues Ash_.

        Checking the systems on our side, we can see that your download is out of specification. We can arrange an engineer to investigate this further at the home. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.