HUB 5 Constant Drops

[jacamanda]

A couple of weeks ago I upgraded from the SuperHub 3 to the HUB 5.

I've had constant drop outs, many times every day. The main household PC is connected via ethernet cable and other devices are either ethernet or wifi. The hub has been rebooted and reset several times to no avail. Running diagnostics doesn't reveal any clues as apparantly "everything's fine". The light on the hub stays white. Somtimes it fades white, but no other lights are seen.

Service status comes back that everything is fine with the broadband, and all the connections are tight.

Help.

[jacamanda]

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Downstream bonded channels

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

1	339000000	10.2	42	QAM 256	26
2	139000000	7.3	40	QAM 256	1
3	147000000	7.5	40	QAM 256	2
4	155000000	7.4	40	QAM 256	3
5	163000000	7.3	40	QAM 256	4
6	171000000	7	40	QAM 256	5
7	179000000	7.1	40	QAM 256	6
8	187000000	7.4	40	QAM 256	7
9	195000000	7.7	40	QAM 256	8
10	203000000	7.8	40	QAM 256	9
11	211000000	7.9	40	QAM 256	10
12	219000000	8	40	QAM 256	11
13	227000000	7.9	39	QAM 256	12
14	235000000	7.7	39	QAM 256	13
15	243000000	7.3	39	QAM 256	14
16	251000000	7.3	40	QAM 256	15
17	259000000	7.6	40	QAM 256	16
18	267000000	7.9	41	QAM 256	17
19	275000000	8.2	41	QAM 256	18
20	283000000	8.8	41	QAM 256	19
21	291000000	9.2	41	QAM 256	20
22	299000000	9.4	41	QAM 256	21
23	307000000	9.6	42	QAM 256	22
24	315000000	9.8	42	QAM 256	23
25	323000000	9.8	42	QAM 256	24
26	331000000	9.9	42	QAM 256	25
27	347000000	10.4	42	QAM 256	27
28	355000000	10.4	42	QAM 256	28
29	363000000	10.2	42	QAM 256	29
30	371000000	9.6	42	QAM 256	30
31	379000000	9.2	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	0	0
2	Locked	40	0	2
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	2
7	Locked	40	0	10
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	39	0	0
14	Locked	39	0	0
15	Locked	39	0	6
16	Locked	40	0	11
17	Locked	40	0	0
18	Locked	41	0	2
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	2
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

[jacamanda]

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Upstream bonded channels

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

1	60300000	46.5	5120	QAM 64	1
2	53700000	46	5120	QAM 64	2
3	46200000	45	5120	QAM 64	3
4	39400000	44	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[jacamanda]

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

ncxv9873254k;fg87dsfd;kfo

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

27672

230000061 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

27671

22000061 bps

42600 bytes

0 bps

42600 bytes

Best Effort

[jacamanda]

Cable Modem Status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Network Log

Time Priority Description

18-12-2021 18:05:12	warning	DBC-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;
18-12-2021 18:05:12	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 18:05:08	notice	REGISTRATION COMPLETE - Waiting for Operational status
18-12-2021 18:05:03	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;
18-12-2021 18:05:03	warning	Dynamic Range Window violation
18-12-2021 18:05:03	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;
18-12-2021 18:05:03	warning	Dynamic Range Window violation
18-12-2021 18:05:02	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;
18-12-2021 18:04:57	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 18:04:53	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 18:04:51	notice	Honoring MDD; IP provisioning mode = IPv4
18-12-2021 18:04:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 18:04:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 18:04:42	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-12-2021 11:07:22	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

Power levels are too high on 4 downstream channels and you have Post RS errors that are uncorrectable. You probably need a technician’s visit, call:

Check with Area faults on  www.virginmedia.com/servicechecker or 0800 561 0061 If you have a VM landline 150 The phone goes down to post code level.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Paulina_Z]

Hi @jacamanda,

Welcome to our Community Forums! Thank you for your first post, and I'm sorry to hear that you're experiencing some ongoing connection issues with your Hub 5! 

I've had some issues locating your account, but I'll be more than happy to look into this further for you via Private Message. Please keep an eye out for a purple envelope at the top right corner. I will be in touch soon.

Thank you.

[Paulina_Z · Accepted solution]

Hi @jacamanda,

Thank you for coming back to me via Private Message. As discussed, I have been able to book in the first available appointment for the technician to visit.

Please keep us updated on how your appointment goes and let us know if there's anything else we can do to help in the meantime.

You can also keep an eye on your appointment via your online account if needed.

Let us know how you get on.

Thank you. 🙂

[jacamanda]

Thank you. Looking forward to getting back online.  😊

[Adduxi]

---

@jacamanda wrote:

Thank you. Looking forward to getting back online.  😊

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Also bear in mind the Hub 5 is still in trials and there are a few bugs in the Firmware.