Superhub 5 connection issue

[umzyi99]

Hi all,

I have been using Superhub 5 in modem mode for the past 1 year or so, and everything has been working great. However, my internet connection has been going down for the past few days. When the connection goes down, the status light on the hub stays steady green. I have to reboot SH5 to get it working. I have also done a full reset on the hub, but it is still the same. It has come to the point that we have lost internet several times today. I have checked the sub status, and here are the power levels and details: 

Item Status Comments

Acquired Downstream Channel(Hz)	331000000	Locked
Ranged Upstream Channel(Hz)	0	Failed
Provisioning State	Online	Operational

Downstream bonded channels

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

1	331000000	6.7	44	QAM 256	25
2	139000000	9.1	44	QAM 256	1
3	147000000	8.9	45	QAM 256	2
4	155000000	9	44	QAM 256	3
5	163000000	8.8	44	QAM 256	4
6	171000000	8.6	45	QAM 256	5
7	179000000	8.7	45	QAM 256	6
8	187000000	8.8	45	QAM 256	7
9	195000000	8.8	45	QAM 256	8
10	203000000	8.5	45	QAM 256	9
11	211000000	8.8	45	QAM 256	10
12	219000000	8.9	45	QAM 256	11
13	227000000	8.4	44	QAM 256	12
14	235000000	8.2	45	QAM 256	13
15	243000000	8.1	44	QAM 256	14
16	251000000	7.9	44	QAM 256	15
17	259000000	7.8	44	QAM 256	16
18	267000000	7.8	44	QAM 256	17
19	275000000	8	44	QAM 256	18
20	283000000	7.8	44	QAM 256	19
21	291000000	7.6	44	QAM 256	20
22	299000000	7.5	44	QAM 256	21
23	307000000	7.5	44	QAM 256	22
24	315000000	7.1	44	QAM 256	23
25	323000000	6.8	44	QAM 256	24
26	339000000	6.8	44	QAM 256	26
27	347000000	6.8	44	QAM 256	27
28	355000000	6.8	44	QAM 256	28
29	363000000	6.9	44	QAM 256	29
30	371000000	6.7	44	QAM 256	30
31	379000000	6.5	44	QAM 256	31

Downstream bonded channels

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

1	Locked	44	0	0
2	Locked	44	0	0
3	Locked	45	0	0
4	Locked	44	0	0
5	Locked	44	0	0
6	Locked	45	0	0
7	Locked	45	0	0
8	Locked	45	0	0
9	Locked	45	0	0
10	Locked	45	0	0
11	Locked	45	0	0
12	Locked	45	0	0
13	Locked	44	0	0
14	Locked	45	0	0
15	Locked	44	0	0
16	Locked	44	0	0
17	Locked	44	0	0
18	Locked	44	0	0
19	Locked	44	0	0
20	Locked	44	0	0
21	Locked	44	0	0
22	Locked	44	0	0
23	Locked	44	0	0
24	Locked	44	0	0
25	Locked	44	0	0
26	Locked	44	0	0
27	Locked	44	0	0
28	Locked	44	0	0
29	Locked	44	0	0
30	Locked	44	0	0
31	Locked	44	0	0

Upstream bonded channels

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

Not Available

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

Not Available

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

ldJKDHSUBsgvca69834ncxv98

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

126

402500089 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

125

38500089 bps

42600bytes

0 bps

42600bytes

Best Effort

Network Log

Time Priority Description

06-09-2023 18:54:58	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;
06-09-2023 18:54:58	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;
06-09-2023 18:54:55	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;
06-09-2023 18:54:55	notice	REGISTRATION COMPLETE - Waiting for Operational status
06-09-2023 18:54:49	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;
06-09-2023 18:54:46	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 18:54:44	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 18:54:42	notice	Honoring MDD; IP provisioning mode = IPv4
06-09-2023 18:54:38	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 18:54:22	critical	Cable Modem Reboot due to power button reset
06-09-2023 12:17:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-09-2023 12:17:09	critical	Cable Modem Reboot due to power button reset
06-09-2023 12:14:41	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 23:54:03	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 23:53:46	critical	Cable Modem Reboot via RG reboot command
04-09-2023 23:44:06	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 23:43:54	critical	Cable Modem Reboot via RG reboot command
04-09-2023 23:41:07	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-09-2023 23:40:55	critical	Cable Modem reset to Factory Default via reset button

Can i get some advice please? It seems that there is no data for upstream channels. Is this normal?

[Adri_G]

Hi, umzyi99.
Thanks for reaching our to our help forums and sorry to see you've been having issues with your hub and connection recently, we'd love to best assist with this.

Could you please tell us how things look since you posted here and have you spoken to our faults team about this to see if we need to send a tech or replace your equipment?

Let us know and we'll be eager to support you.