VM Hub 5 drops internet for a second numerous times a day

[trekkiebob]

VM HUB 5 Issues

Numerous times a day the internet drops for anything from 1 second to a 3 or 4 at a time, mostly though for a second.

I mostly use the Hub in Modem only mode connected to a TP Link router. 

These drop outs will happen on wi-fi and ethernet.

I first checked the cables between the TP Link router and Hub 5 and swapped the ethernet for a new one.

I check all cables behind the modem to the wall and mains. Still had the issue.

I then switched off and disconnected the TP lInk and restarted the Hub 5 in Router mode.  It would not allow me to turn the wi-fi on.  It would say settings saved when selecting turn on wifi but had not turned them on.  

I did a full reset to original shipping settings and set up from scratch.  It turned on the wi-fi but it was intermittent whether I could join the network on wifi, ethernet was fine but would still drop connection after a time.  I ran a network help with broadband test from the Virgin website and it said the Hub would need resetting as settings had changed.  When I clicked on the show me the changed settings, there was nothing to show, other than two buttons, one saying keep the settings or reset. As there were no settings showing to keep,  I have since reset the Hub again and have the same issue.

I then went back to modem only mode and again have Internet drop outs.  Going back to Router mode on the Hub 5 again the Wi-Fi will not turn on and I need to reset again.

If I use an ethernet connected to test the internet to my macbook the drop outs happen again.

If I do get the wifi on after a reset into Router mode the wifi is not as good as my TP link.

I have read on VM forums that others have had this issue and for most it is power settings of Downstream / Upstream.  However this would not explain issues with the wifi radio.

I swapped from a Hub 2 to the 5.  Interestingly I never had an issue on the Hub 2 which was rock solid in Modem mode.  As this was never asked for return and is in a box in a cupboard still, can I still use the Hub 2 as the Hub 5 is pants?  Will that still connect?

The readings from the Hub if useful are:

Upstream bonded channels

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

0	46200000	51	5120	QAM 64	1
1	39400000	50.8	5120	QAM 64	2
2	32600000	50.5	5120	QAM 64	3
3	25800000	50	5120	QAM 64	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Downstream bonded channels

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

1	331000000	0.6	41	QAM 256	25
2	139000000	0.6	40	QAM 256	1
3	147000000	0.7	40	QAM 256	2
4	155000000	0.8	40	QAM 256	3
5	163000000	0.8	40	QAM 256	4
6	171000000	-1.2	40	QAM 256	5
7	179000000	-1.3	40	QAM 256	6
8	187000000	-1.1	40	QAM 256	7
9	195000000	-1.2	40	QAM 256	8
10	203000000	-1	40	QAM 256	9
11	211000000	0.9	40	QAM 256	10
12	219000000	-1.1	40	QAM 256	11
13	227000000	-1.1	40	QAM 256	12
14	235000000	-1.4	40	QAM 256	13
15	243000000	-1.9	40	QAM 256	14
16	251000000	-2.7	40	QAM 256	15
17	259000000	-2.5	40	QAM 256	16
18	267000000	-1.4	41	QAM 256	17
19	275000000	0.9	41	QAM 256	18
20	283000000	0.6	41	QAM 256	19
21	291000000	0.1	41	QAM 256	20
22	299000000	0.2	41	QAM 256	21
23	307000000	0.5	41	QAM 256	22
24	315000000	0.7	41	QAM 256	23
25	323000000	0.7	41	QAM 256	24
26	339000000	1	41	QAM 256	26
27	347000000	0.7	41	QAM 256	27
28	355000000	0.1	41	QAM 256	28
29	363000000	0	41	QAM 256	29
30	371000000	0.5	41	QAM 256	30
31	379000000	0.4	41	QAM 256	31

Downstream bonded channels

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

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

Network Log

Time Priority Description

24-10-2022 16:53:04	notice	REGISTRATION COMPLETE - Waiting for Operational status
24-10-2022 16:52:57	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;
24-10-2022 16:52:54	notice	TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:51	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:49	notice	Honoring MDD; IP provisioning mode = IPv4
24-10-2022 16:52:45	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:40	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:37	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
24-10-2022 16:52:25	critical	Cable Modem Reboot due to master console reset
24-10-2022 16:52:22	critical	Cable Modem Reboot due to master console reset

[Nathan_B]

Hi there @trekkiebob, welcome to our forum and thanks for your post.

I'm sorry to see you are having these issues with your hub 5. I have checked our system and can see that there does seem to be some issues with the power levels.

So I can investigate this further I am going to send you a PM to confirm your details.

Regards

Nathan