Superhub 5 issues - Disconnects about the same time everyday with flashing white light

[Axilian]

I've had the Superhub 5 for about a month but I can honestly say I'm not impressed at all . I have a constant issue with the hub disconnecting at the same  time most nights with flashing white lights - It does come back up after 10-15 mins but it's incredible annoying as i rely on having a constant connection for work purposes

I've tried phoning Virgin Media's help line but when I finally got through to  a human, whoever that person was - put the phone down on me (I expect it was 5pm and they decided it was more important to go home)

Virgin , Your customer service is absolutely atrocious

Has anyone got an idea on what the hell is going on  and how to fix it. I assumed at first it was superhub updates since the hub is fairly new but it's frankly gone on too long

[BaldrickBravo]

Flashing white LED (fading in and out) supposedly means the hub is booting up.
The LED is supposed to flash green when it is downloading a software update.

Have you tried factory reseting your Hub 5? This resolved most of my issues with it.

I have only had mine just over a week, but BQMs show no packet loss for the last two and a bit days.

I too rely on an always-on Internet connection for work. I used to be on-call out-of-hours so it needed to work day or night. That's why I have two disparate Internet connections.

[Axilian]

Well  had yet another disconnect again

Reset the hub 

had a look at the logs (down stream)

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

1	331000000	3	42	QAM 256	25
2	139000000	5.4	43	QAM 256	1
3	147000000	5.3	43	QAM 256	2
4	155000000	5.3	43	QAM 256	3
5	163000000	5.3	43	QAM 256	4
6	171000000	5.1	43	QAM 256	5
7	179000000	4.9	43	QAM 256	6
8	187000000	5.1	43	QAM 256	7
9	195000000	5.1	43	QAM 256	8
10	203000000	4.9	43	QAM 256	9
11	211000000	5	43	QAM 256	10
12	219000000	5	43	QAM 256	11
13	227000000	4.8	42	QAM 256	12
14	235000000	4.7	41	QAM 256	13
15	243000000	4.6	41	QAM 256	14
16	251000000	4.3	40	QAM 256	15
17	259000000	4.2	39	QAM 256	16
18	267000000	4	39	QAM 256	17
19	275000000	4.1	39	QAM 256	18
20	283000000	3.8	40	QAM 256	19
21	291000000	3.7	41	QAM 256	20
22	299000000	3.7	41	QAM 256	21
23	307000000	3.6	42	QAM 256	22
24	315000000	3.4	42	QAM 256	23
25	323000000	3.2	42	QAM 256	24
26	371000000	3.3	42	QAM 256	26
27	379000000	3.3	42	QAM 256	27
28	387000000	3.3	42	QAM 256	28
29	395000000	3.3	42	QAM 256	29
30	403000000	3.2	43	QAM 256	30
31	411000000	3.3	43	QAM 256	31

Downstream bonded channels

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

1	Locked	42	0	2
2	Locked	43	0	1
3	Locked	43	0	1
4	Locked	43	0	1
5	Locked	43	0	1
6	Locked	43	0	0
7	Locked	43	0	1
8	Locked	43	0	1
9	Locked	43	0	2
10	Locked	43	0	2
11	Locked	43	0	2
12	Locked	43	0	2
13	Locked	42	0	2
14	Locked	41	0	2
15	Locked	41	0	2
16	Locked	40	0	1
17	Locked	39	0	1
18	Locked	39	0	1
19	Locked	39	0	3
20	Locked	40	0	2
21	Locked	41	0	1
22	Locked	41	0	2
23	Locked	42	0	2
24	Locked	42	0	5
25	Locked	42	0	4
26	Locked	42	0	2
27	Locked	42	0	3
28	Locked	42	0	6
29	Locked	42	0	6
30	Locked	43	0	6
31	Locked	43	0	5

Upstream

Upstream bonded channels

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

1	53700000	44.5	5120	QPSK	2
2	46200000	44.5	5120	QPSK	3
3	39400000	44.5	5120	QPSK	4
4	32600000	44.5	5120	QPSK	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

However looking at the network log I get

Time Priority Description

11-02-2022 12:12:03	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2022 12:11:40	notice	REGISTRATION COMPLETE - Waiting for Operational status
11-02-2022 12:11:33	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;
11-02-2022 12:11:30	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2022 12:11:28	notice	Honoring MDD; IP provisioning mode = IPv4
11-02-2022 12:11:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-02-2022 12:11:25	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

This appears to be coinciding with exactly when my connection dropped

[Adduxi]

The Upstream is struggling, as the QPSK, should all be 64QAM.

There may be an issue with the VM network or the cables to your house?

Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[Axilian]

Well had the same issue again at about the same time 4pm-5.30pm. so yet again rang Virgin's frankly ABYSSMAL cs line .

Ran some tests and it appears there's an intermittent fault in my connection (which they completely denied the last time)  so once again gave me some checks to do in the house in case it's a fault here (which I've already done at least once before and it was an engineer installation in the first place) 

Will give it 24 hours and see if it happens again 

[jem101]

@Axilian It will happen again, I'm afraid. As mentioned above, you have a connection issue whereby the Hub is struggling to 'talk' to the device at the other end of the cable and every so often, gives up and resets itself in a (forlorn) attempt to get a better signal.

If you have checked for any bad connections in the cabling inside the house and not found anything, then this will be an engineer visit to resolve.

Just a thought, but did you have any problems with the previous hub? I would be tempted to look closely at the cable coming from the wall port to the hub itself as that would have been the only thing moved when the hub was swopped. So possibly a dodgy connector or cracked cable there, it all works fine until you disturb it to connect the new hub and, trouble ever since!

[Axilian]

I had a superhub 4 previous to the SH5. Funnily enough this also had issues when it was originally installed  though in that case it was due to a too strong signal and the engineer had to put an attentuator in the cable path. Since then however VM have been screwing around with the cable network in my area - as far as I can remember the SH5 was installed prior to this and was fine

[Natalie_L]

Hi Axilian,

Thank you for reaching out to us here on the Community.

I am sorry to hear of the issues you have been experiencing with the Hub 5, I appreciate this must be frustrating. 

I have ran some checks today and the live report is currently not detecting any issues. I can also confirm that there are no known issues showing for your area.

With this in mind, are you able to confirm how your services has been since your last post to us? Also, if you are able to provide the log stats for today, I will be able to cross reference them with what we have on our side. 

Thank you 

[Axilian]

Currently the modem appears to have settled down. I haven't noticed any disconnects and reboots since the last time I reset the SH5

I've just looked at the  logs and now have

Downstream

Refresh data

Downstream bonded channels

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

1	331000000	2.1	42	QAM 256	25
2	139000000	4.1	43	QAM 256	1
3	147000000	3.9	43	QAM 256	2
4	155000000	3.9	43	QAM 256	3
5	163000000	4	43	QAM 256	4
6	171000000	3.9	43	QAM 256	5
7	179000000	3.6	43	QAM 256	6
8	187000000	3.8	43	QAM 256	7
9	195000000	4	43	QAM 256	8
10	203000000	3.8	43	QAM 256	9
11	211000000	3.9	43	QAM 256	10
12	219000000	3.9	43	QAM 256	11
13	227000000	3.6	42	QAM 256	12
14	235000000	3.8	41	QAM 256	13
15	243000000	3.6	41	QAM 256	14
16	251000000	3.4	40	QAM 256	15
17	259000000	3.2	39	QAM 256	16
18	267000000	3	39	QAM 256	17
19	275000000	3.2	40	QAM 256	18
20	283000000	3.1	40	QAM 256	19
21	291000000	2.8	40	QAM 256	20
22	299000000	2.9	41	QAM 256	21
23	307000000	2.7	42	QAM 256	22
24	315000000	2.5	42	QAM 256	23
25	323000000	2.4	42	QAM 256	24
26	371000000	2.6	43	QAM 256	26
27	379000000	2.6	43	QAM 256	27
28	387000000	2.7	43	QAM 256	28
29	395000000	2.8	43	QAM 256	29
30	403000000	2.8	43	QAM 256	30
31	411000000	2.9	43	QAM 256	31

Downstream bonded channels

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

1	Locked	42	225	1382
2	Locked	43	256716	2132774
3	Locked	43	44839	250332
4	Locked	43	41230	859969
5	Locked	43	212173	2284653
6	Locked	43	2527	44569
7	Locked	43	3618	49703
8	Locked	43	4714	104867
9	Locked	43	4072	222251
10	Locked	43	1579	57425
11	Locked	43	1944	40247
12	Locked	43	1972	31629
13	Locked	42	1345	67123
14	Locked	41	1300	47615
15	Locked	41	241	6677
16	Locked	40	750	4101
17	Locked	39	707	4724
18	Locked	39	688	91013
19	Locked	40	622	20213
20	Locked	40	588	3928
21	Locked	40	430	1933
22	Locked	41	328	1033
23	Locked	42	288	1171
24	Locked	42	232	3071
25	Locked	42	317	4153
26	Locked	43	104	953
27	Locked	43	95	1115
28	Locked	43	316	930
29	Locked	43	91	1047
30	Locked	43	88	414
31	Locked	43	54	439

Upstream

Upstream bonded channels

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

1	53700000	46.5	5120	QAM 64	2
2	46200000	46.5	5120	QAM 64	3
3	39400000	46	5120	QAM 64	4
4	32600000	46.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

The network log itself is still showing errors

Network Log

Time Priority Description

17-02-2022 15:30:51	error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:31:11	notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:30:58	notice	REGISTRATION COMPLETE - Waiting for Operational status
14-02-2022 03:30:52	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;
14-02-2022 03:30:49	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:30:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:30:47	notice	Honoring MDD; IP provisioning mode = IPv4
14-02-2022 03:30:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:30:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-02-2022 03:30:34	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Carley_S]

Glad to hear that your getting a better service @Axilian.

I've been looking at our systems for a few days, monitoring it and can see that the disconnections could have been due to the hub trying to make autocorrection to the power levels to keep them in spec, enough of these corrections would be enough to cause an automatic reboot. Have you had any same disconnection issues recently or do you believe the issue has been resolved on your side?

Hopefully the hub has found its 'happy place' and has settled down as you mention. 

Let me know if you do have any further issues.