Hub 5 Rebooting at 2am?

[Broshida]

Seems to be happening every Tuesday, Wednesday and Thursday at 2am. The source of the reboot is always unknown. Looking around, this seems to be a common issue. Is there anyway to stop it? 

Have only been on 1gig for just over a week and am already getting very annoyed with these reboots. 

[MOD EDIT: Subject title changed for clarity]

[Client62]

Check in the Hub 5 log tab to see if the reboots are being triggered by repeated attempts to perform a software update that keeps failing.

[Broshida]

Just happened again, the only thing standing out in the technical log is a SYNC Timing Synchronization failure. Pretty much just Reboot because of - unknown, then SYNC. Fairly sure firmware is up to date (my version is LG-RDK_7.6.20-2306.5)

Link to BQM if that helps. 

[Broshida]

More info in case it's needed, also let me know if down/upstream are needed too: 

Network Log

Time Priority Description

06-06-2024 02:06:23	notice	GUI Login Status - Login Success from LAN interface
06-06-2024 02:04:07	notice	REGISTRATION COMPLETE - Waiting for Operational status
06-06-2024 02:04:00	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;
06-06-2024 02:03:56	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:54	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:52	notice	Honoring MDD; IP provisioning mode = IPv4
06-06-2024 02:03:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:43	critical	Cable Modem Reboot because of - unknown
05-06-2024 02:04:09	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-06-2024 02:04:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-06-2024 02:04:04	critical	Cable Modem Reboot because of - unknown

[Tudor]

Possibly CMTS maintenance, but you should check for local area problems or call in a fault. Details below.  I’m the mean time post all the stats and we can take a look at them. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Broshida]

Third week straight of the router doing this. Getting pretty sick of it tbh. 

11-06-2024 02:37:33	notice	GUI Login Status - Login Success from LAN interface
11-06-2024 01:36:58	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-06-2024 01:36:52	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;
11-06-2024 01:36:48	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:46	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:44	notice	Honoring MDD; IP provisioning mode = IPv4
11-06-2024 01:36:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:32	critical	Cable Modem Reboot because of - unknown

[Broshida]

Spoiler

3.0 Downstream channels

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

1	331000000	0.4	40	QAM 256	25
2	147000000	1.6	41	QAM 256	2
3	155000000	1.4	41	QAM 256	3
4	163000000	1.4	41	QAM 256	4
5	171000000	1.3	41	QAM 256	5
6	179000000	1.2	41	QAM 256	6
7	187000000	1.2	41	QAM 256	7
8	195000000	1.5	41	QAM 256	8
9	203000000	1.5	41	QAM 256	9
10	211000000	1.6	41	QAM 256	10
11	219000000	1.6	41	QAM 256	11
12	227000000	1.5	41	QAM 256	12
13	235000000	1.5	41	QAM 256	13
14	243000000	1.4	41	QAM 256	14
15	251000000	1	41	QAM 256	15
16	259000000	0.8	41	QAM 256	16
17	267000000	0.8	41	QAM 256	17
18	275000000	0.7	41	QAM 256	18
19	283000000	0.5	41	QAM 256	19
20	291000000	0.4	40	QAM 256	20
21	299000000	0.5	40	QAM 256	21
22	307000000	0.6	40	QAM 256	22
23	315000000	0.6	40	QAM 256	23
24	323000000	0.6	40	QAM 256	24
25	339000000	0.5	40	QAM 256	26
26	347000000	0.5	41	QAM 256	27
27	355000000	0.2	41	QAM 256	28
28	363000000	0.1	40	QAM 256	29
29	371000000	0	40	QAM 256	30
30	379000000	0.1	40	QAM 256	31
31	387000000	0.1	40	QAM 256	32

3.0 Downstream channels

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

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

3.1 Downstream channels

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

33

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)

33

Locked

41

-0.7

964706

0

[Broshida]

Upstream and Status too. 

3.0 Upstream channels

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

0	60300000	37.5	5120	QAM 64	6
1	53700000	37.5	5120	QAM 64	7
2	46200000	37.5	5120	QAM 64	8
3	39400000	37.5	5120	QAM 64	9
4	32600000	37.5	5120	QAM 64	10
5	23600000	37.5	5120	QAM 64	12

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	1	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
5	ATDMA	0	0	0	0

Item Status TypeChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	6
DOCSIS 3.1 channels	1	0

Every Tuesday, Wednesday and Thursday at around 2-3am like clockwork. Super fun. 

[greggggy]

im having the same issue. i tried speaking to support on whatsapp which was useless. 

im using my hub 5 in modem mode and they just told me its because im using a third party router. and that they do not support the use of third party routers. And that i need to stop using it and switch my hub back in to router mode. 😕

kind of defeats the point of having modem mode. 

[John_GS]

Hi @Broshida 

Thanks for coming back to the thread.

Can you please place the Hub in router mode and leave it in router mode for at least 7 days.

This is to ensure it's getting all the updates it needs.

If after this time, you're still having issues, let us know.

Best wishes.