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1Gb superhub 5 issues

Pilzo
On our wavelength

I have had the 1Gb superhub 5 package for 4 weeks and I have nothing but issues. Those issues are extremely high ping when playing any online games. Not to mention constant drop outs on a lan connection straight to the StupidHub 5. I also see there's plenty of issues with the StupidHub 5 regarding high ping rates. Whats the fix?

Ping rates over 900ms from lower 20s, then chucks me out of game. Watching a youTube video, disconnects, reconnect then disconnects. This service is 100% unreliable and unusable. Why do Virgin insist on doing stupid checking your download speeds conversations.My PC is 20 inches from my StupidHub. Connected via cat 6 directly into port 1 of the StupidHub and my connection is like a yoyo. 3rd phone conversation with an Indian call center and now they have stated there's, an issue with the cabinet, which is only affecting my connection. So instead of fixing issue we will monitor it for 48 hours. This is either a large congestion issue with the cabinets or the StupidHub is NOT fit for purpose. Did a 60 second pin hole reset which was supposed to reset StupidHub back to factory, which it didn't. My Hub 3 was great, hardly any issues at all. I could game, surf and generally use it on a daily basis but not with this 1Gb StupidHub 5

45 REPLIES 45

Pilzo
On our wavelength

My Broadband Ping - My 1gb virgin connection

Hi there @Pilzo 

Thank you so much for your post and welcome back to the community forums, it's great to have you here.

I am so sorry to hear that you have faced this issue, we have split this post to its own thread so we can look into this with you. 

We are so sorry that you have faced this issue, are you able to share your Hub logs for us? 

• Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
• Don't log in, click on 'router status'
• Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
 

Pilzo
On our wavelength
 

Router status

 

 

           
13310000004.639QAM 25625
21790000005.837QAM 2566
31870000005.437QAM 2567
41950000005.237QAM 2568
52030000005.237QAM 2569
6211000000537QAM 25610
72190000004.637QAM 25611
82270000004.738QAM 25612
92350000004.938QAM 25613
102430000004.538QAM 25614
112510000004.338QAM 25615
122590000004.338QAM 25616
132670000003.938QAM 25617
142750000003.738QAM 25618
152830000004.338QAM 25619
162910000004.438QAM 25620
172990000004.538QAM 25621
183070000004.838QAM 25622
193150000004.738QAM 25623
203230000004.238QAM 25624
213390000005.239QAM 25626
223470000005.239QAM 25627
233550000005.639QAM 25628
243630000006.239QAM 25629
253710000006.139QAM 25630
263790000005.940QAM 25631
273870000006.340QAM 25632
283950000006.140QAM 25633
294030000005.340QAM 25634
304110000005.440QAM 25635
314190000005.740QAM 25636

 

         
1 39180
2 37420
3 37320
4 37390
5 37470
6 37450
7 37460
8 38450
9 38390
10 38520
11 38440
12 38380
13 38380
14 38380
15 38410
16 38480
17 38510
18 38340
19 38450
20 38320
21 39380
22 39350
23 39300
24 39210
25 39270
26 40190
27 40290
28 40190
29 40270
30 40230
31 40240
 
 

Pilzo
On our wavelength
           
04960000045.85120QAM 641
14310000045.35120QAM 642
236600000455120QAM 643
33010000044.55120QAM 644
42360000044.35120QAM 645

 

           
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

Pilzo
On our wavelength
10-06-2023 04:14:46noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
10-06-2023 03:10:58noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2023 18:48:32noticeREGISTRATION COMPLETE - Waiting for Operational status
09-06-2023 18:48:28noticeUS 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;
09-06-2023 18:48:23noticeDS 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;
09-06-2023 18:48:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2023 18:48:08noticeHonoring MDD; IP provisioning mode = IPv4
09-06-2023 18:48:00criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2023 18:47:48criticalCable Modem Reboot due to power button reset
09-06-2023 18:42:51criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2023 18:42:40criticalCable Modem Reboot due to power button reset
09-06-2023 18:37:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-06-2023 18:37:20criticalCable Modem Reboot due to power button reset
08-06-2023 17:32:53criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:32:48criticalReceived 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;
08-06-2023 17:32:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:32:48criticalReceived 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;
08-06-2023 17:32:41criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:32:40criticalReceived 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;
08-06-2023 17:29:20criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:29:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:26:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:26:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:26:32criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:22:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:22:40criticalCable Modem Reboot due to SW Upgrade
08-06-2023 17:17:38criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:17:26criticalCable Modem Reboot via RG reboot command
08-06-2023 17:15:21criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:15:09criticalCable Modem Reboot via RG reboot command
08-06-2023 17:11:08criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-06-2023 17:10:52criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Pilzo
On our wavelength

There you go. I have had 2 routers, same issues. Engineer replaced 2 modulators, one inside property and outside.

Pilzo
On our wavelength

Also, this issues with the firmware of the hub 5:  tcp 554 issue.

Pilzo
On our wavelength

Anyone from VM going to look into these issues?

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Pilzo,

Thank you for coming back to us about your ongoing connection issue! Sorry to see that this is still impacting you. How has your connection been over the last few days?

I've taken a look at our systems, but I cannot see any issues with your connection or power levels. 

Please let us know if there's anything else we can do to help in this situation.

Thank you! 

Paulina_Z
Forum Team

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Pilzo
On our wavelength

The de facto Virgin response I have been accustomed too. All of those critical errors reported by your router, the constant disconnects, the high ping when gaming is all normal, Yes?