Is my new superhub 5 faulty ?

[Maha]

I have recently upgraded from 500 (superhub 3) to 1 Gig (superhub 5) - the new hub arrived tuesday & it seemed ok at first, allthough speeds were a bit lower than expected 832 down & only 14 up (tested on wired device, several times)

Today I have had endless problems with it & had to reboot several times to get it working - I checked the service status phone number & no problems in my area.

Would anyone be kind and check the superhubs logs please? as I don't really know what it all means, thankyou.

Network Log

Time Priority Description

07-06-2024 16:00:42	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:48:42	notice	GUI Login Status - Login Success from LAN interface
07-06-2024 15:08:43	notice	GUI Login Status - Login Success from LAN interface
07-06-2024 15:05:22	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:05:07	notice	REGISTRATION COMPLETE - Waiting for Operational status
07-06-2024 15:04:56	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:48	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;
07-06-2024 15:04:41	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:26	critical	DHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:17	notice	Honoring MDD; IP provisioning mode = IPv4
07-06-2024 15:04:02	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:02	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:27:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 14:27:32	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:06:33	critical	Cable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:06:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 05:34:50	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:14:08	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:14:07	critical	Cable Modem Reboot because of - Software_Upgrade
04-06-2024 12:08:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:06:23	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:04:12	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:57	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:56	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:49	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:48	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:45	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:33	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:21	critical	Cable Modem Reboot due to power button reset
12-03-2024 14:21:36	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Thankyou for any help.

[Client62]

Seeing on 14 up suggests a local service fault.

First call 0800 561 0061 - use the automated number to see if there is a known fault in your street.

Speed test the service to a Router mode Hub(3/4/5) + your device with the link below.
https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.

The speed at the Hub should reflect your subscription.

[Carley_S]

Hi @Maha 

Welcome back to the community forums

Sorry to hear of your connection concerns. We can see that you've already posted regarding this concern and the one of my colleagues has already responded to assist further, 

We ask community members to not open multiple threads on the same issue so that we are able to assist more clearly within one space. This is to stop any confusion but also to help other community members find the answers or advise if they're also having similar issues. 

Should you need any further assistance, please respond on your original thread for support