Hi,I have a superhub 5 and recently it has started behaving very weirdly for about the last week !The wired ethernet ports always work ok and although the Wifi appears to be up it does not allow any internet traffic.Strangely I can still ping the router 192.168.0.1 but the router web page itself refuses any connection !I can talk to everything on my local network 192.68.0.1-192.168.0.255 but can't ping anything on the internet e.g. 8.8.8.8 , it doesn't matter which device I use, laptop, phone etcI've run the status checker and it reports no problemsRebooting the router sorts it out for a while then it happens again, I tried unplugging it tooHas anyone got any ideas ?thanksMike

Hi mikez Welcome back to our community forums and sorry to hear you have been having issues with your WiFi connecting both in router and modem mode. We can understand the frustration caused and we want to do our best to help. We are happy to run some tests with you to look into the core issue. For this reason, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. Thanks,

WiFi problems no internet | Virgin Media Community

unisoft
Knows their stuff
18 days ago
Reset hub completely using the PIN hole. Hold the switch inside the pinhole in for around 60 seconds and then release. The hub will reboot itself so do NOT power off, leave it to initialise fully until white (router mode) or green light (modem mode) reappears.
I'm assuming you haven't changed any IP settings to static addresses on clients and that you've used a clean device that hasn't got affected by malware blah blah blah.....
- mikez
  On our wavelength
  18 days ago
  Hi, I've got loads of reserved mac addresses to static IPs and split the 5GHz and 2.4GHz.
  I'm starting to think it may be unstable because I have too many Wifi devices, is there a maximum number the superhub 5 can support ?
  I've just moved all the 2.4GHz to an old router and switched off 2.4GHz on the superhub and now it seems more stable
  Also I've just bought a new router which can support 150 simultaneous devices using MU-MIMO technology, and may try the superhub in modem mode when the new router arrives.
  I guess even in modem mode the superhub will still do it's occasional reboot around 00:00 to 01:00
  - Adduxi
    Very Insightful Person
    18 days ago
    If you have a new Router, I would suggest you use modem mode. You should hopefully find it better. I've always used any Hub's I've had in modem mode.

mikez

On our wavelength

10 days ago

Hi,

I'm afraid it still isn't working properly, in modem mode I get exactly the same problem and the only thing that solves it is rebooting the superhub.
Previously it had been working well for a very long time so possibly the number of devices is a bit of a red herring
I’ve included the status info in case it means something to someone!

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	306000000	4.9	43	QAM 256	22
2	146000000	3.4	42	QAM 256	2
3	154000000	3.4	42	QAM 256	3
4	162000000	3.8	42	QAM 256	4
5	170000000	3.7	42	QAM 256	5
6	178000000	3.6	42	QAM 256	6
7	186000000	3.9	42	QAM 256	7
8	194000000	4.4	42	QAM 256	8
9	202000000	4.3	43	QAM 256	9
10	210000000	4.8	43	QAM 256	10
11	218000000	4.9	43	QAM 256	11
12	226000000	4.6	43	QAM 256	12
13	234000000	4.3	43	QAM 256	13
14	242000000	4.3	43	QAM 256	14
15	250000000	4.2	43	QAM 256	15
16	258000000	4.1	43	QAM 256	16
17	266000000	4.2	43	QAM 256	17
18	274000000	4.6	43	QAM 256	18
19	282000000	4.6	43	QAM 256	19
20	290000000	4.5	43	QAM 256	20
21	298000000	5	43	QAM 256	21
22	314000000	4.7	43	QAM 256	23
23	322000000	4.6	43	QAM 256	24
24	330000000	4.8	43	QAM 256	25
25	338000000	4.7	43	QAM 256	26
26	346000000	4.6	43	QAM 256	27
27	354000000	5.1	43	QAM 256	28
28	362000000	5.2	43	QAM 256	29
29	370000000	4.7	43	QAM 256	30
30	378000000	4.8	43	QAM 256	31
31	386000000	5.1	43	QAM 256	32

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	43	0
2	Locked	42	0
3	Locked	42	0
4	Locked	42	0
5	Locked	42	0
6	Locked	42	0
7	Locked	42	0
8	Locked	42	1
9	Locked	43	0
10	Locked	43	1
11	Locked	43	1
12	Locked	43	1
13	Locked	43	1
14	Locked	43	0
15	Locked	43	1
16	Locked	43	1
17	Locked	43	2
18	Locked	43	2
19	Locked	43	4
20	Locked	43	1
21	Locked	43	1
22	Locked	43	2
23	Locked	43	2
24	Locked	43	2
25	Locked	43	2
26	Locked	43	2
27	Locked	43	5
28	Locked	43	3
29	Locked	43	3
30	Locked	43	4
31	Locked	43	2

3.1 Downstream channels

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

1800

QAM 4096

1128

3.1 Downstream channels

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

Locked

4.0

18992041

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	44.8	5120	QAM 64	5
1	43100000	45	5120	QAM 64	6
2	36600000	44.8	5120	QAM 64	7
3	30100000	44.5	5120	QAM 64	8
4	23600000	44.3	5120	QAM 64	11

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0
1	ATDMA	0
2	ATDMA	0
3	ATDMA	0
4	ATDMA	1

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

10.4

40.2

QAM 256

3.1 Upstream channels

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

OFDMA

208

74000000

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

Enabled

3.1

cmreg-vmdg660-bbt062-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

127432

402500089 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

127431

38500089 bps

42600bytes

0 bps

42600bytes

Best Effort

I can see some errors in the logs but I’m not sure if they only happen immediately after rebooting?

13-01-2025 22:14:46	notice	REGISTRATION COMPLETE - Waiting for Operational status
13-01-2025 22:14:41	warning	RNG-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;
13-01-2025 22:14:33	notice	DS 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;
13-01-2025 22:14:30	notice	TLV-11 - unrecognized OID;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-01-2025 22:14:27	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-01-2025 22:14:25	notice	Honoring MDD; IP provisioning mode = IPv4
13-01-2025 22:14:22	critical	No Ranging Response received - T3 time-out;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-01-2025 22:14:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=:::::;CMTS-MAC=:::::;CM-QOS=1.1;CM-VER=3.1;
13-01-2025 22:14:15	critical	Cable Modem Reboot because of - HW or Power-On Reset

thank you for any help !
Mike

Akua_A
Forum Team
6 days ago
No problem at all. Glad to have been able to look into this for you. Please do not hesitate to contact us if you need any further help.

Adduxi
Very Insightful Person
10 days ago
Stats are fine and I can't see any power level issues etc. However you mentioned modem mode? In modem mode there is no Wifi or anything else from the Hub, it's just a "bridge" to the VM network, and needs your own Router to work. Have you tried another Wifi extender to get your IoT device working?
- mikez
  On our wavelength
  9 days ago
  Hi, it was all working perfectly for a very long time. Please read my earlier posts. In attempt to fix/diagnose the problem I have bought another router and am using the superhub in modem mode. It still works but frequently drops out from the internet, the same as before when not in modem mode. This applies to ethernet connections as well as Wifi, something is going wrong in the superhub so that I can't connect to it (using the correct ip address for router and modem modes) or the internet but the local network remains up whether in router or modem mode
  All local wifi connections are working perfectly, when it fails there is no internet connection or ability to connect to the superhub webpage whether in modem or router mode, local connections remain up
  - Akua_A
    Forum Team
    6 days ago
    Hi mikez
    
    Welcome back to our community forums and sorry to hear you have been having issues with your WiFi connecting both in router and modem mode. We can understand the frustration caused and we want to do our best to help. We are happy to run some tests with you to look into the core issue. For this reason, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
    
    Thanks,

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