Hub 5 Errors and slow wifi

[slackers]

I've been having problems with Hub 5 and slow WiFi. Sometimes it's as slow as dial-up modem.

Rebooting doesn't alter the error. There's a single white led on the front of the box.

Attached screenshot from this morning showing 13.7/9.3 mbps.

In Advanced Settings > Tools > Network Status > Downstream I get this error popup:

HTTP Error 500 "Internal Server Error"

Internal server error: Error: Unrecognised CCSP downstream modulation "" Stack: Error: Unrecognised CCSP downstream modulation "" at getDSModulationAPIValue (/www/jse/rest/v1/cablemodem/downstreamchannel.js:42) at getDownstreamChannel (/www/jse/rest/v1/cablemodem/downstreamchannel.js:61) tailcall at [anon] (/www/jse/rest/v1/cablemodem/downstream/primary.js:61) tailcall at global (/www/rest/front.jse:369) preventsyield (0)

Other tabs shown:

Upstream bonded channels

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

1	60300000	51.5	5120	QAM 64	1
2	53700000	50.8	5120	QAM 64	2
3	46200000	50.3	5120	QAM 64	3
4	39400000	49.3	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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

A,.iyewrkldJKDHSUBsgvca69

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

27106

230000061 bps

42600 bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

27103

22000061 bps

42600 bytes

0 bps

42600 bytes

Best Effort

Network Log

Time Priority Description

01-03-2022 09:14:27	notice	CM-STATUS message sent. Event Type Code: 16; 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;
01-03-2022 08:49:34	notice	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;

The above two events are repeated every half hour or so.

Any help / advice greatly appreciated. If more information is required then please ask.

Thanks in advance.

[Adduxi]

Your upstream power is right on the top end of the acceptable range, so that really should be lowered by a VM technician.  The range should be 34 to 51 btw.

How are you testing the speed as VM do not guarantee wifi speeds.  You need to do a wired test, using a Cat 6a cable direct to the Hub.

[slackers]

Thanks.  I'm realising that the two might not be related - so maybe I should have asked two questions.

I'm still getting the "Unrecognised CCSP downstream modulation" error despite reboots.  Would that be related to power levels? or some hardware fault?

Thanks

[Natalie_L · Accepted solution]

Hi Slackers. 

Thank you for reaching out to us here on the community. 

I am very sorry to hear you have been experiencing issues with the service.

I would like to do all I can to assist so I am going to need to grab a few details via private message. Once I have access to the account, I will run some checks from our side to see if any problems can be identified. 

I'll pop this message over to you now and you will be able to access it via the purple envelope on the top right of this page. 

Thanks 

[slackers]

Just to close this down, Nat suggested I factory-reset the device, which I did and it cleared the internal error.

[Natalie_L]

Thank you for taking the time to update the thread slackers, I am really happy the issue has now been resolved 🙂 

Get in touch if we can assist in the future.