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Is my new superhub 5 faulty ?

Maha
Tuning in

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 16:00:42noticeUS 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 15:48:42noticeGUI Login Status - Login Success from LAN interface
07-06-2024 15:08:43noticeGUI Login Status - Login Success from LAN interface
07-06-2024 15:05:22criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:05:07noticeREGISTRATION COMPLETE - Waiting for Operational status
07-06-2024 15:04:56criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:48noticeDS 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 15:04:41warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:26criticalDHCP FAILED - Request sent, No response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-06-2024 15:04:17noticeHonoring MDD; IP provisioning mode = IPv4
07-06-2024 15:04:02criticalSYNC 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 15:04:02criticalCable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:27:33criticalSYNC 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 14:27:32criticalCable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:06:33criticalCable Modem Reboot because of - HW or Power-On Reset
07-06-2024 14:06:33criticalSYNC 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 05:34:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:14:08criticalSYNC 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 12:14:07criticalCable Modem Reboot because of - Software_Upgrade
04-06-2024 12:08:40criticalSYNC 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 12:06:23criticalSYNC 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 12:04:12criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:57criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:56criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:49criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:48criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:45criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-06-2024 12:03:33criticalSYNC 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 12:03:21criticalCable Modem Reboot due to power button reset
12-03-2024 14:21:36criticalSYNC 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.

2 REPLIES 2

Client62
Legend

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
Forum Team
Forum Team

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

Here to help 🙂
Virgin Media Forums Agent
Carley