Connection Online but no internet

[luke140488]

I had the Hub 5 installed a few months ago after finally getting an upgrade from the Hub 4 despite being on the 1Gbps service for a couple of years now.

This morning it was working fine for an hour or so and then all of a sudden  I have had no internet despite the Hub 5 showing as online and all the light bing a solid white. If I reboot the Hub the internet will work for about 5 minutes or so and then it will just stop. This is both on ethernet on wifi. The connection in the router however still shows as connected/online. Again if I do a reboot it will come back. 

I have attached the logs below. Any ideas as to what could be causing this. I have had no issues up until this and it was working fine first thing this morning. Is there anything else I need to post that may be of relevence?

Cable Modem StatusItem 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	411000000	5	40	QAM 256	1
2	419000000	4.8	40	QAM 256	2
3	427000000	4.9	40	QAM 256	3
4	435000000	5	40	QAM 256	4
5	443000000	5	40	QAM 256	5
6	451000000	4.8	40	QAM 256	6
7	459000000	4.3	40	QAM 256	7
8	467000000	4	40	QAM 256	8
9	475000000	3.8	40	QAM 256	9
10	483000000	3.9	40	QAM 256	10
11	491000000	3.8	40	QAM 256	11
12	499000000	3.8	40	QAM 256	12
13	507000000	3.7	40	QAM 256	13
14	515000000	3.8	40	QAM 256	14
15	523000000	3.5	40	QAM 256	15
16	531000000	3.3	39	QAM 256	16
17	539000000	3.2	39	QAM 256	17
18	547000000	3.1	39	QAM 256	18
19	555000000	3.3	39	QAM 256	19
20	563000000	3	39	QAM 256	20
21	571000000	3	39	QAM 256	21
22	579000000	2.8	39	QAM 256	22
23	587000000	2.8	39	QAM 256	23
24	595000000	2.5	39	QAM 256	24
25	603000000	2.4	39	QAM 256	25
26	611000000	2.3	39	QAM 256	26
27	619000000	2.5	39	QAM 256	27
28	627000000	2.3	39	QAM 256	28
29	635000000	2	39	QAM 256	29
30	643000000	1.9	39	QAM 256	30
31	651000000	1.7	39	QAM 256	31

3.0 Downstream channels

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

1	Locked	40	0	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	40	0	0
10	Locked	40	0	0
11	Locked	40	0	0
12	Locked	40	0	0
13	Locked	40	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	39	0	0
24	Locked	39	0	0
25	Locked	39	0	0
26	Locked	39	0	0
27	Locked	39	0	0
28	Locked	39	0	0
29	Locked	39	0	0
30	Locked	39	0	0
31	Locked	39	0	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

159

Locked

39

0.4

282017

4

3.0 Upstream channels

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

0	49600000	43.5	5120	QAM 64	1
1	43100000	42.8	5120	QAM 64	2
2	36600000	41.8	5120	QAM 64	3
3	30100000	41.3	5120	QAM 64	4
4	23600000	40.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

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

6

10

37.5

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

200

74000000

0

0

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

3

Enabled

3.1

fd;kfoA,.iyewrkldJKDHSUBsgvca

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateSFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

24500

128000 bps

4000bytes

0 bps

31620

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling TypeSFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

24495

128000 bps

4000bytes

0 bps

1522bytes

Best Effort

31619

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

[luke140488]

Network Log

Time Priority Description

01-11-2023 13:38:25	notice	REGISTRATION COMPLETE - Waiting for Operational status
01-11-2023 13:38:20	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;
01-11-2023 13:38:20	warning	Dynamic Range Window violation
01-11-2023 13:38:19	warning	REG-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;
01-11-2023 13:38:19	warning	RNG-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;
01-11-2023 13:38:19	warning	Dynamic Range Window violation
01-11-2023 13:38:14	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;
01-11-2023 13:38:06	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:38:04	notice	Honoring MDD; IP provisioning mode = IPv4
01-11-2023 13:37:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:37:48	critical	Cable Modem Reboot because of - Reboot UI
01-11-2023 13:06:10	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:06:09	critical	Cable Modem Reboot because of - Reboot UI
01-11-2023 12:16:45	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 12:16:44	critical	Cable Modem Reboot because of - HW or Power-On Reset
01-11-2023 11:37:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 11:37:32	critical	Cable Modem Reboot because of - HW or Power-On Reset
01-11-2023 11:20:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 11:20:04	critical	Cable Modem Reboot because of - Reboot UI
13-10-2023 08:41:33	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:41:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:40:56	critical	Received 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;
13-10-2023 08:40:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:40:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:36:09	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:34:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:34:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:34:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:30:28	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:24:29	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 08:18:22	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
13-10-2023 07:58:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1

[Ashleigh_C]

Hi there @luke140488 

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

I am so sorry to hear that you are experiencing these issues and thank you again for your post, I have taken a look and I can see that there were some losses on Wednesday though things are looking a little better since. 

Can I ask how the connection has been for you since your last post?