on 17-02-2022 11:29
I got upgraded from a Hub3 to Hub5 a couple of weeks ago. Since then I've had frequent connection issues. This is NOT a wifi problem - it's the Hub connecting to broadband. Here's the network log for the last hours or so, when I've had three separate outages:
Time | Priority | Description |
10:44:19 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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; |
10:43:51 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10:43:45 | 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; |
10:43:41 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:39 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10:43:28 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:21 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:16 | 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; |
10:43:04 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:43:03 | 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; |
10:42:58 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:42:57 | 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; |
10:42:04 | critical | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:54 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; 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; |
10:41:53 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 25 26 27 28 29 31; 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; |
10:41:53 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:34 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:41:31 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; 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; |
10:41:16 | notice | CM-STATUS message sent. Event Type Code: 24; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:53 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 25 26 27 39; 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; |
10:38:44 | notice | CM-STATUS message sent. Event Type Code: 4; Chan ID: 25 26 27; 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; |
10:38:35 | warning | MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:38:30 | notice | CM-STATUS message sent. Event Type Code: 16; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:52 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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; |
10:35:24 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
10:35:18 | 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; |
10:35:15 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:13 | notice | Honoring MDD; IP provisioning mode = IPv4 |
10:35:06 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:35:01 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
10:34:55 | 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; |
10:34:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
How do I determine if this is a problem with the Hub or my installation (maybe the cables or splitter) or with the Virgin Media service?
Answered! Go to Answer
on 28-02-2022 14:13
Morning Dan,
Thanks for your message, I'm sorry to hear you're still experiencing issues.
It looks like there was a different outage in your area that was reported as fixed earlier this morning. Can you please try rebooting the hub and monitoring your connection again?
Let me know if you're still having issues.
on 01-03-2022 12:47
Hi Beth, yes I am still having issues. I've just lost broadband - it's been out for five minutes so far and the hub is still reporting lots of messages in the network log. Here's the latest log:
Time Priority Description
01-03-2022 12:41:28 | warning | EM-RSP received, Reject Permanent;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:41:27 | critical | THERMAL THROTTLE: Temperature 108C, transition to state 'Elevated 4' |
01-03-2022 12:41:21 | critical | THERMAL THROTTLE: Temperature 108C, transition to state 'Elevated 3' |
01-03-2022 12:41:15 | critical | THERMAL THROTTLE: Temperature 109C, transition to state 'Elevated 2' |
01-03-2022 12:41:09 | critical | THERMAL THROTTLE: Temperature 110C, transition to state 'Elevated 1' |
01-03-2022 12:39:56 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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; |
01-03-2022 12:39:29 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
01-03-2022 12:39:22 | 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; |
01-03-2022 12:39:21 | critical | THERMAL THROTTLE: Temperature 106C, transition to state 'Normal' |
01-03-2022 12:39:14 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:39:12 | notice | Honoring MDD; IP provisioning mode = IPv4 |
01-03-2022 12:39:11 | critical | THERMAL THROTTLE: Temperature 107C, transition to state 'Elevated 1' |
01-03-2022 12:39:09 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:39:05 | critical | THERMAL THROTTLE: Temperature 107C, transition to state 'Elevated 2' |
01-03-2022 12:39:03 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:38:59 | critical | THERMAL THROTTLE: Temperature 106C, transition to state 'Elevated 3' |
01-03-2022 12:38:39 | 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; |
01-03-2022 12:38:39 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
01-03-2022 12:38:32 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:38:30 | notice | Honoring MDD; IP provisioning mode = IPv4 |
01-03-2022 12:38:26 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:38:22 | critical | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:37:49 | warning | EM-RSP received, Reject Permanent;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
01-03-2022 12:37:48 | critical | THERMAL THROTTLE: Temperature 107C, transition to state 'Elevated 4' |
01-03-2022 12:37:42 | critical | THERMAL THROTTLE: Temperature 108C, transition to state 'Elevated 3' |
01-03-2022 12:37:36 | critical | THERMAL THROTTLE: Temperature 108C, transition to state 'Elevated 2' |
01-03-2022 12:37:30 | critical | THERMAL THROTTLE: Temperature 109C, transition to state 'Elevated 1' |
01-03-2022 12:36:57 | notice | CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; 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; |
01-03-2022 12:36:44 | notice | REGISTRATION COMPLETE - Waiting for Operational status |
01-03-2022 12:36:38 | 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; |
01-03-2022 12:36:37 | critical | THERMAL THROTTLE: Temperature 107C, transition to state 'Normal' |
01-03-2022 12:36:30 | warning | DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1; |
I don't know what most of this means, but the 'THERMAL THROTTLE' messages are a concern. The hub is standing upright, with plenty of room around it and not near any other equipment. It's barely warm to the touch, so how it can be overheating I've no idea.
Please book me an engineer appointment ASAP, and ask them to bring a replacement hub. I'd gladly have my old hub 3 back - it was much more reliable that the new one. (I'm regretting sending it back so soon).
Thanks,
Dan.
on 31-03-2022 20:09
Installed mine today..keeps switching off....internet connection doesn't stay on more than half hour at a time....so bloody frustrating!!! Rang VM..told me to reboot box so am having to do that hourly
on 03-04-2022 11:19
Hi Treeza,
Thank you for reaching out to us in our community and welcome, sorry to hear the Hub 5.0 you have just installed is causing connection issues, it can take a little while to settle when you add new equipment, as it has been 3 days since your post how are things now?
Regards
Paul.