Super hub 5 modem mode crashing

[Tezz001]

Hello,

I don’t know if this is the correct place. But my super hub 5 keeps crashing, I am using modem mode, and quite frequently the internet will drop out and when looking at the super hub 5 the light is green but still no internet until I turn it off and unplug until the green light on the power supply has gone out, then plug back in and turn it on and wait a few minutes and all is good. Until it happens again.

My patience for virginmedia is dying fast, no end of issues, just had two 360 boxes replaced and before that had to fight for a refund on services I don’t have but had been paying for.

sorry off topic. Has anyone had this issue with constant crashing with green light on hub 5.

can the power supply unit itself be the cause of this? Or is the hub on its way out?

Tezz

[Tudor]

Could be a faulty hub or a circuit problem. Please supply stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[Tezz001]

3.0 Downstream channels

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

1	659000000	4	39	QAM 256	32
2	419000000	4.2	39	QAM 256	2
3	427000000	4.3	39	QAM 256	3
4	435000000	4.4	39	QAM 256	4
5	443000000	4.2	39	QAM 256	5
6	451000000	4.2	39	QAM 256	6
7	459000000	3.9	39	QAM 256	7
8	467000000	3.9	39	QAM 256	8
9	475000000	3.7	39	QAM 256	9
10	483000000	3.7	39	QAM 256	10
11	491000000	3.6	39	QAM 256	11
12	499000000	3.5	39	QAM 256	12
13	507000000	3.3	39	QAM 256	13
14	515000000	3.5	39	QAM 256	14
15	523000000	3.5	39	QAM 256	15
16	531000000	3.7	39	QAM 256	16
17	539000000	3.8	39	QAM 256	17
18	563000000	4.1	39	QAM 256	20
19	571000000	4.2	39	QAM 256	21
20	579000000	4.1	39	QAM 256	22
21	587000000	4.2	39	QAM 256	23
22	603000000	4	39	QAM 256	25
23	611000000	3.9	39	QAM 256	26
24	619000000	3.9	39	QAM 256	27
25	627000000	3.8	39	QAM 256	28
26	635000000	3.9	39	QAM 256	29
27	643000000	3.9	39	QAM 256	30
28	651000000	3.9	39	QAM 256	31
29	667000000	4	39	QAM 256	33
30	675000000	4.1	39	QAM 256	34
31	683000000	4.1	39	QAM 256	35
32	691000000	4.1	40	QAM 256	36

3.0 Downstream channels

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

1	Locked	39	485	1282
2	Locked	39	63	14
3	Locked	39	91	8
4	Locked	39	76	0
5	Locked	39	75	0
6	Locked	39	70	0
7	Locked	39	74	0
8	Locked	39	81	0
9	Locked	39	67	1
10	Locked	39	72	13
11	Locked	39	77	0
12	Locked	39	53	12
13	Locked	39	65	22
14	Locked	39	63	34
15	Locked	39	66	46
16	Locked	39	74	42
17	Locked	39	79	57
18	Locked	39	150	98
19	Locked	39	172	159
20	Locked	39	207	219
21	Locked	39	238	268
22	Locked	39	376	558
23	Locked	39	372	572
24	Locked	39	414	741
25	Locked	39	439	909
26	Locked	39	444	1095
27	Locked	39	499	1099
28	Locked	39	487	1051
29	Locked	39	517	1166
30	Locked	39	496	1177
31	Locked	39	479	1066
32	Locked	40	493	1028

3.1 Downstream channels

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

159

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)

159

Locked

40

1.6

121227893

135

3.0 Upstream channels

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

0	49600000	47	5120	QAM 64	1
1	43100000	46.5	5120	QAM 64	2
2	36600000	45.5	5120	QAM 64	3
3	30100000	45.3	5120	QAM 64	4
4	23600000	44.8	5120	QAM 64	5

3.0 Upstream 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
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

41.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0

Network Log

Time Priority Description

09-08-2024 22:09:37	notice	GUI Login Status - Login Success from LAN interface
09-08-2024 21:25:22	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:22	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;
09-08-2024 21:25:18	notice	REGISTRATION COMPLETE - Waiting for Operational status
09-08-2024 21:25:13	warning	Dynamic Range Window violation
09-08-2024 21:25:13	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:13	warning	Dynamic Range Window violation
09-08-2024 21:25:13	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:13	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:13	warning	Dynamic Range Window violation
09-08-2024 21:25:12	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;
09-08-2024 21:25:12	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:12	warning	Dynamic Range Window violation
09-08-2024 21:25:07	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;
09-08-2024 21:25:03	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:25:01	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:24:59	notice	Honoring MDD; IP provisioning mode = IPv4
09-08-2024 21:24:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:24:47	critical	Cable Modem Reboot because of - HW or Power-On Reset
09-08-2024 21:22:18	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:15	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:15	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:12	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:11	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:08	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:05	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:05	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 21:22:05	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;
09-08-2024 21:20:47	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 18:40:21	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;
09-08-2024 18:37:06	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
09-08-2024 16:06:21	critical	16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[carl_pearce]

Are you connecting the HUB to your own router using the 2.5Gbps port?

[Tezz001]

Yes I am

[carl_pearce]

---

@Tezz001 wrote:

Yes I am

---

Can you try one of the 1Gbps and check for stability (I know it will limit the speed to around 940Mbps).

Depending on the router you are using it may have EEE (Energy saving) enabled, which causes issues with that port.

Which router?

[Tezz001]

It’s pair of deco x50s

[Tezz001]

I don’t think it’s my x50s causing the problem because this has only recently started to happen

[carl_pearce]

They only have gigabit ports anyway so moving to another port won't make a speed difference.

[carl_pearce]

Your HUB 5 firmware may have updated recently (The green LED means modem mode).

To be honest the network log doesn't look great anyway so could be a local area issue.

Have you checked here:

https://www.virginmedia.com/help/check/status