After posting a message about my Hub5 rebooting following a software update and everything appearing to settle down my Hub5 is rebooting with some frequency. Since the 16 October my Hub5 has rebooted because - Cable Modem Reboot because of - kernel-panic - on 7 occasions and once because - Cable Modem Reboot because of - unknown - whatever that means. However all of them occurred following this critical message SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK followed by symbol timing and some technical stuff regarding CM-MAC=*******;CMTS-MAC=******;CM-QOS=1.1;CM-VER==3.1

Those power levels are poor, the lowest should be -6 but some are down to -8.9, so I would still go ahead with the engineer visit to get it sorted.

Superhub 5 Rebooting again | Virgin Media Community

jbrennand

Very Insightful Person

2 years ago

Is that the "ATOM" kernal panic? If so see this...

Re. the Atom Error message
See messages 4 and 8 in here
https://community.virginmedia.com/t5/Networking-and-WiFi/NOTICE-ATOM-is-restarted-due-to-Kernel-oops-panic-as-part-of/td-p/5268266

Also post up the Hub data - Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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

Callinder
Up to speed
2 years ago
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 52.3 5120 QAM 64 1
1 43100000 52.8 5120 QAM 64 2
2 36600000 53 5120 QAM 64 3
3 30100000 52.3 5120 QAM 64 4
4 23600000 53 5120 QAM 64 9
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
13 10.4 48.0 2K QAM 256
3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
13 OFDMA 208 74000000 0 0

Callinder

Up to speed

2 years ago

3.0 Downstream channels

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

1	331000000	-8.3	38	QAM 256	25
2	139000000	-2.2	38	QAM 256	1
3	147000000	-2.5	38	QAM 256	2
4	155000000	-2.9	38	QAM 256	3
5	163000000	-3.3	38	QAM 256	4
6	171000000	-3.7	39	QAM 256	5
7	179000000	-3.7	39	QAM 256	6
8	187000000	-3.8	40	QAM 256	7
9	195000000	-3.9	40	QAM 256	8
10	203000000	-4.3	39	QAM 256	9
11	211000000	-4.3	40	QAM 256	10
12	219000000	-4.6	31	QAM 256	11
13	227000000	-4.8	31	QAM 256	12
14	235000000	-5.1	39	QAM 256	13
15	243000000	-5.3	40	QAM 256	14
16	251000000	-5.5	39	QAM 256	15
17	259000000	-5.8	39	QAM 256	16
18	267000000	-5.9	39	QAM 256	17
19	275000000	-6.2	39	QAM 256	18
20	283000000	-6.5	39	QAM 256	19
21	291000000	-6.8	39	QAM 256	20
22	299000000	-7.2	39	QAM 256	21
23	307000000	-7.5	39	QAM 256	22
24	315000000	-7.8	39	QAM 256	23
25	323000000	-8.1	38	QAM 256	24
26	339000000	-8.5	38	QAM 256	26
27	347000000	-8.6	38	QAM 256	27
28	355000000	-8.6	38	QAM 256	28
29	363000000	-8.7	38	QAM 256	29
30	371000000	-8.9	38	QAM 256	30
31	379000000	-8.9	38	QAM 256	31

3.0 Downstream channels

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

1	Locked	38	34	0
2	Locked	38	165	30
3	Locked	38	241	28
4	Locked	38	174	28
5	Locked	38	240	24
6	Locked	39	426	19
7	Locked	39	475	3
8	Locked	40	198	1
9	Locked	40	155	0
10	Locked	39	48	0
11	Locked	40	146	0
12	Locked	31	666633	0
13	Locked	31	1162900	0
14	Locked	39	141	0
15	Locked	40	121	0
16	Locked	39	33	0
17	Locked	39	30	0
18	Locked	39	30	0
19	Locked	39	25	0
20	Locked	39	26	0
21	Locked	39	29	0
22	Locked	39	31	0
23	Locked	39	36	0
24	Locked	39	38	0
25	Locked	38	34	0
26	Locked	38	54	0
27	Locked	38	73	0
28	Locked	38	41	0
29	Locked	38	40	0
30	Locked	38	47	0
31	Locked	38	50	0

Callinder
Up to speed
2 years ago
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 33 -16.4 22965112 184354877

cje85
Trouble shooter
2 years ago
Those power levels are poor, the lowest should be -6 but some are down to -8.9, so I would still go ahead with the engineer visit to get it sorted.
- Callinder
  Up to speed
  2 years ago
  I agree and I'm currently waiting for a reply from the Forum Team as they have identified the same problem as you.
- Callinder
  Up to speed
  2 years ago
  The engineer came out and fixed the problem which was to do with the power levels.
  - Robert_P
    Forum Team
    2 years ago
    Brilliant, glad to hear this has been resolved Bill. If you need us again in the future, please don't hesitate to reach out via the forums.
    
    Rob
Kelly1997
Joining in
2 years ago
Hello I’m having same issue for last 7 weeks 3 engineers out and still not fixed as I haven’t been home today I have one coming round and I be home looked at my log seen kernel panic issues etc what do I need say to them to actually sort this mess out as im
not very happy customer kind regards jon
- Callinder
  Up to speed
  2 years ago
  My problem was due to an old splitter being used and once this was replaced it resolved the issue. The splitter was over 10 years old so I guess things have improved.

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0	49600000	52.3	5120	QAM 64	1
1	43100000	52.8	5120	QAM 64	2
2	36600000	53	5120	QAM 64	3
3	30100000	52.3	5120	QAM 64	4
4	23600000	53	5120	QAM 64	9

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