Hub 4 loses connection at 10:00am every day

[vikingbeard]

I have a recently installed Hub4 on a Gig1 connection.

Since having it installed a few weeks ago my son keeps complaining that the internet goes off completely at 10:00 every day.

It's not very often I'm home at this time so it was difficult to determin the problem. I used my old Hub3 in modem mode with an Eero router and never had any issues. When I first changed to the Hub4 I decided to try it out in modem mode to see if it was better than my Eero setup. unfortunately it was terrible in comparison, really unstable and unreliable. My also son complained that the internet connection goes off every day at 10:00am, so after a couple of weeks I went back to modem mode.

Unfortunately the 10:00am disconnects still persist even in Modem mode.

Trouble shooting via the app says there is an issue with cabling interference, I called through this morning but was told to reboot the modem and it would be fixed within 24 hours. Obviously not the case as this has been happening for weeks now.

Logs to follow

[vikingbeard]

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

[vikingbeard]

3.0 Downstream channels

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

1	139000000	7.300003	40.946209	QAM256	1
2	147000000	7.099998	40.366287	QAM256	2
3	155000000	7.000000	40.946209	QAM256	3
4	163000000	6.099998	40.366287	QAM256	4
5	171000000	5.400002	40.366287	QAM256	5
6	179000000	5.099998	40.946209	QAM256	6
7	187000000	5.099998	40.946209	QAM256	7
8	195000000	4.900002	40.366287	QAM256	8
9	203000000	4.800003	40.366287	QAM256	9
10	211000000	5.000000	40.366287	QAM256	10
11	219000000	4.699997	40.366287	QAM256	11
12	227000000	4.699997	40.946209	QAM256	12
13	235000000	4.699997	40.366287	QAM256	13
14	243000000	4.800003	40.366287	QAM256	14
15	251000000	4.900002	40.366287	QAM256	15
16	259000000	5.199997	40.946209	QAM256	16
17	267000000	5.099998	40.366287	QAM256	17
18	275000000	4.900002	40.946209	QAM256	18
19	283000000	4.599998	40.946209	QAM256	19
20	291000000	5.000000	40.366287	QAM256	20
21	299000000	5.800003	40.366287	QAM256	21
22	307000000	5.500000	40.946209	QAM256	22
23	315000000	5.199997	40.366287	QAM256	23
24	323000000	4.800003	40.366287	QAM256	24
25	331000000	4.599998	40.366287	QAM256	25
26	339000000	4.400002	40.366287	QAM256	26
27	347000000	4.099998	40.946209	QAM256	27
28	355000000	4.000000	40.366287	QAM256	28
29	363000000	4.000000	40.366287	QAM256	29
30	371000000	3.799999	40.366287	QAM256	30
31	379000000	3.799999	40.366287	QAM256	31

[vikingbeard]

3.0 Downstream channels

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

1	Locked	40.946209	197	0
2	Locked	40.366287	0	0
3	Locked	40.946209	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.946209	0	0
7	Locked	40.946209	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	40.946209	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.946209	0	0
17	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.946209	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	7	0
25	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[vikingbeard]

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

159

96

4K

1880

QAM2048

759

3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

40

-0.2

25833

0

[vikingbeard]

Refresh data

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

1	46200000	45.520599	5120 KSym/sec	64QAM	3
2	32600000	46.520599	5120 KSym/sec	64QAM	5
3	39400000	45.770599	5120 KSym/sec	64QAM	4
4	53700000	45.270599	5120 KSym/sec	64QAM	2

3.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[vikingbeard]

Refresh data

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	87dsfd;kfoA,.iyewrkldJKDHSUBs

Primary Downstream Service Flow

SFID	3962
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	5529
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	16320
Scheduling Type	bestEffort

[vikingbeard]

Refresh data

Network LogTime Priority Description

Tue Oct 12 20:55:48 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 11:19:31 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 14:28:27 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed Oct 13 14:28:32 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 15:03:46 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 15:06:32 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 15:07:48 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 15:10:20 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 18:07:48 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu Oct 14 18:12:22 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:46:01 2021	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:46:17 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:46:18 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:46:21 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:48:18 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 02:54:10 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 10:07:36 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 10:38:34 2021	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 10:45:12 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 10:45:13 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 12:08:24 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 14:33:56 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 14:38:50 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 14:39:16 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:07:40 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:07:52 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:32:59 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:33:28 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:33:39 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 16:33:44 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 18:13:29 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 18:32:16 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 19:03:25 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri Oct 15 19:30:18 2021	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 00:42:44 2021	4	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 00:42:44 2021	6	DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 05:03:46 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 09:23:32 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 09:59:03 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 09:59:28 2021	6	CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:17:16 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:17:33 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:22:36 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:22:56 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:24:56 2021	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Oct 16 10:25:25 2021	6	CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[vikingbeard]

Nothing has changed on my setup I have the exact same setup as on my Hub3, an installer came and just swapped the modem out.

[Hayley_S]

Hello @vivkingbeard,

Welcome back! Thanks for posting.

I am sorry to see your Hub 4 is loosing connection.

Have you tried doing a pinhole reset recently? If not can you try this for me?

Many thanks,