Connection issues with Hub5.

[MeNameIsDan]

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?

[Beth_G]

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.

[MeNameIsDan]

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.

[Treeza]

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

[Paul_DN]

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.