Received new Hub 5 - higher Ping/latency spikes intermittent wi-fi disconnections

[RoyKato]

Hi all,

As per title, I swapped the Hub 3 for the Hub 5 on the 4th Dec (2 days ago) and since then I'm experiencing the following issues:

- Random Wi-Fi devices disconnecting: Mainly Android and Alexas, iPhones seem unaffected so far. Have to forget network in order to get back online.
- Higher Ping: my previous Hub registered 6-8ms ping, now I'm on the 16-18ms. This is noticeable especially with competitive gaming
- Latency spikes: intermittent and completely random. Speed is good so there must be something else.

I both chatted and called CS, who had some issues checking the actual device associated with my account; they've advised then to wait for 24hrs for the device to settle and replicate properly within the systems.
After two days the situation is still unchanged, and I'm starting to suspect something is off.

I'll paste below the Broadband Quality Monitor, if that helps:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/592f7d4d57f8b312ece346f5e3e9c61a0f...

Network Log

Time Priority Description

06-12-2024 20:05:16	notice	GUI Login Status - Login Success from LAN interface
06-12-2024 19:43:33	notice	GUI Login Status - Login Success from LAN interface
06-12-2024 19:43:22	notice	REGISTRATION COMPLETE - Waiting for Operational status
06-12-2024 19:43:15	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;
06-12-2024 19:43:14	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:43:08	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:43:06	notice	Honoring MDD; IP provisioning mode = IPv4
06-12-2024 19:43:00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:42:54	critical	Cable Modem Reboot because of - HW or Power-On Reset
06-12-2024 19:42:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:28	critical	Cable Modem Reboot because of - HW or Power-On Reset
04-12-2024 20:27:36	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:27:35	critical	Cable Modem Reboot because of - HW or Power-On Reset
04-12-2024 20:14:34	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:14:29	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:14:28	critical	Cable Modem Reboot because of - Reboot UI
04-12-2024 17:12:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:12:34	critical	Cable Modem Reboot because of - Software_Upgrade
04-12-2024 17:12:34	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:10:16	alert	SW download Successful - Via Config file
04-12-2024 17:07:27	alert	SW Download INIT - Via Config file cmreg-vmdg660-bbt062-b.cm
04-12-2024 17:07:01	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:07:00	critical	Cable Modem Reboot because of - unknown
04-12-2024 17:04:42	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:26	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:25	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:17	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:16	critical	DHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:12	critical	DHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:09	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:03:56	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:03:55	critical	Cable Modem Reboot due to Factory default via SNMP

Any help is highly appreciated - thank you all!

[legacy1]

VM is a bad for making these hubs they don't work right in router mode so need to be put in modem mode with a better wifi router with 1Gb ports or better

[RoyKato]

I'd rather "downgrade" and use the old one instead, who was basically flawless in that sense! 

I really don't see why should I spend money on a router, just because those Hub 5 aren't fit for purpose. 

[carl_pearce]

Did this include an increase in broadband speed?

[RoyKato]

No it didn't - was just a router swap

[carl_pearce]

I wonder if the HUB 5 is making use of the DOCSIS 3.1 channels, which are a problem in your area.

The HUB 3 doesn't have the hardware to use DOCSIS 3.1, so it's the only difference I can think of, unless the HUB is faulty.

[RoyKato]

Faulty Hub is the first (and probably only) thing I can come up with, with my not-so-great networks knowledge 😁

But on your point, I can see the following within the Router Status:

Cable Modem StatusItem 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

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt062-b.cm

Within the downstream logs I've also spotted something else within 3.1 table (3.0 Channels present only few errors):

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

4.7

729687436

0

"Corrected errors" seem on the high side, unless is not relevant.

[carl_pearce]

The corrected errors are usually quite high, from my experience, on the 3.1 channel.

Those stats look 'ok', though.

Maybe worth posting the full set (Downstream/upstream).

[jbrennand]

---

@RoyKato wrote:

I'd rather "downgrade" and use the old one instead, who was basically flawless in that sense! 

I really don't see why should I spend money on a router, just because those Hub 5 aren't fit for purpose. 

---

Have you still got the Hub3?  If so you may be able to convince the activation line to deactivate the new Hub and reactivate the old one - then just swap them and return the Hub5.

Call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

[Mpoole2021]

I had similar issues recently. Two engineers sent over the course of a month. I ended up going into the hub setting and switched off optimisation. The hub wants to create a one connection WiFi with the app. This was causing my WiFi to drop every few seconds on my Alexa. It has now been resolved due to me disabling this in the hub settings.