Hub 5 crashing consistently

[AJMoff]

Hi,

I was upgraded to the hub 5 some months ago and for the most part it's been really solid.

Since two days ago however I am getting issues with the modem crashing and requiring a hard power reset to re-engage.

Sometimes it will hold for a few hours other times it can go down again within 15 minutes. It effects both my ethernet connections and WiFi connections, both of which only being restored when I switch the modem off and on again.

According to Virgin media's service page there are no recorded issues in my area.

There have been no tech changes in the house and I haven't prior reconfigured anything either. I'm at a loss as to why its happening.

Any support would be greatly appreciated!

[jbrennand]

Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

If nothing shows there can you post up this data...
___________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up login and then Navigate to these “pages” and just copy/paste as the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2/3 tables from the Downstream, 2/3 from the Upstream, & the Network Logs page.

Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[AJMoff]

Hi jbrennand, thanks for your response.

Using the phone number there were no reports of anything out of order.

Downstream:

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

1	227000000	2.1	41	QAM 256	12
2	139000000	2.6	40	QAM 256	1
3	147000000	2.5	40	QAM 256	2
4	155000000	2.4	40	QAM 256	3
5	163000000	2.3	40	QAM 256	4
6	171000000	2.1	40	QAM 256	5
7	179000000	2.2	40	QAM 256	6
8	187000000	2.3	40	QAM 256	7
9	195000000	2.5	40	QAM 256	8
10	203000000	2.5	40	QAM 256	9
11	211000000	2.6	41	QAM 256	10
12	219000000	2.4	41	QAM 256	11
13	235000000	1.7	41	QAM 256	13
14	243000000	0.9	40	QAM 256	14
15	251000000	1.2	40	QAM 256	15
16	259000000	1.6	41	QAM 256	16
17	267000000	2	41	QAM 256	17
18	275000000	2.3	41	QAM 256	18
19	283000000	2.4	41	QAM 256	19
20	291000000	2.5	41	QAM 256	20
21	299000000	2.7	41	QAM 256	21
22	307000000	3.1	41	QAM 256	22
23	315000000	3.1	41	QAM 256	23
24	323000000	3	41	QAM 256	24
25	331000000	3	41	QAM 256	25
26	339000000	3.4	40	QAM 256	26
27	347000000	3.2	41	QAM 256	27
28	355000000	3	41	QAM 256	28
29	363000000	2.8	41	QAM 256	29
30	371000000	2.9	41	QAM 256	30
31	379000000	2.8	41	QAM 256	31

Downstream bonded channels

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

1	Locked	41	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	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	40	0	0
15	Locked	40	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	40	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

Upstream

Upstream bonded channels

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

0	53700000	43.3	5120	QAM 64	2
1	46200000	43	5120	QAM 64	3
2	39400000	42.5	5120	QAM 64	4
3	32600000	42	5120	QAM 64	5

Upstream bonded 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

Network Log

Time Priority Description

21-08-2022 13:18:29	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;
21-08-2022 13:18:28	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:25	notice	REGISTRATION COMPLETE - Waiting for Operational status
21-08-2022 13:07:19	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;
21-08-2022 13:07:14	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;
21-08-2022 13:07:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:09	notice	Honoring MDD; IP provisioning mode = IPv4
21-08-2022 13:07:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:07:00	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
21-08-2022 13:06:48	critical	Cable Modem Reboot due to power button reset
19-08-2022 14:50:30	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;
19-08-2022 14:47:54	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
19-08-2022 12:29:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

I will investigate with the broadband quality monitor meanwhile!

Thanks again

[AJMoff]

My Live Graph 

Updated with the live graph

[jbrennand]

BQM not showing anything yet - that's odd ?

Stats look good - Logs tell a different story though

Can you try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

Anything reported there ?

[jbrennand]

Also, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling (no clips piercing, or broken sheathing) and the wall box.

[AJMoff]

Phone number called - no issues in my area still.

I've gone through all connections and ensured they're all secure. No visible damage on anything - cables, wallbox, hub.

[AJMoff]

Unsure what's going on with BQM.

Details are all correct - attempted to make a second monitor but it reconfirmed that I was already monitoring the IP address. Server issue maybe?

[AJMoff]

Tried editting it and resaving details. See if this helps?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f881eec9a75a242538cb347d372e1cbe1b... 

[jbrennand]

I am concerned about the logs.

I will ask VM to take a look