Hub 5 Upstream Channel Ranging Failed

[Ksmith5538]

Hi 

Im on a 1gig service and recently upgraded to the hub 5.

Since install i've had nothing but issues regarding my internet it just seems sluggish compared to how it was just watching netflix i find it dropping resolution or even buffering which on a 1gig connection i wouldn't expect.

Looking at the hub5 status it looks off compared to how it was on the hub 4 i have all 31 downstream channels but no upstream at all it just says failed ill attach below and if anyone has experienced similar i would love to know how you fixed the issue. Thanks in advance.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	330000000	Locked
Ranged Upstream Channel(Hz)	0	Failed
Provisioning State	Online	Operational

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

1	330000000	9.2	41	QAM 256	25
2	274000000	9.8	41	QAM 256	18
3	282000000	9.8	41	QAM 256	19
4	290000000	9.9	41	QAM 256	20
5	298000000	9.9	41	QAM 256	21
6	306000000	9.8	41	QAM 256	22
7	314000000	9.5	41	QAM 256	23
8	322000000	9.3	40	QAM 256	24
9	338000000	9.2	41	QAM 256	26
10	346000000	9.2	41	QAM 256	27
11	354000000	9.2	41	QAM 256	28
12	362000000	9.3	41	QAM 256	29
13	370000000	9.4	41	QAM 256	30
14	378000000	9.4	41	QAM 256	31
15	386000000	9.3	41	QAM 256	32
16	394000000	9.2	41	QAM 256	33
17	402000000	9.2	41	QAM 256	34
18	410000000	9.2	41	QAM 256	35
19	418000000	9.3	41	QAM 256	36
20	426000000	9.4	41	QAM 256	37
21	434000000	9.4	41	QAM 256	38
22	442000000	9.4	41	QAM 256	39
23	450000000	9.6	41	QAM 256	40
24	458000000	9.7	41	QAM 256	41
25	466000000	9.8	41	QAM 256	42
26	474000000	9.8	41	QAM 256	43
27	482000000	9.6	41	QAM 256	44
28	490000000	9.6	41	QAM 256	45
29	498000000	9.4	41	QAM 256	46
30	506000000	9.3	41	QAM 256	47
31	514000000	9.2	41	QAM 256	48

Downstream bonded channels

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

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

3254k;fg87dsfd;kfoA,.iyew

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

3193

1200000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

3192

55000270 bps

42600bytes

0 bps

16320bytes

Best Effort

Network Log

Time Priority Description

18-11-2022 16:22:28	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;
18-11-2022 16:22:28	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 16:22:24	notice	REGISTRATION COMPLETE - Waiting for Operational status
18-11-2022 16:22:23	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;
18-11-2022 16:22:18	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;
18-11-2022 16:22:16	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 16:22:13	notice	Honoring MDD; IP provisioning mode = IPv4
18-11-2022 16:22:05	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 16:21:59	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
18-11-2022 16:21:47	critical	Cable Modem Reboot due to master console reset

Hope someone has any ideas thanks 

[Tudor]

Try these two:

1. Turn off hub, leave for 5 minutes and turn on. If not fixed go to 2)
2. Try a pin hole reset of the hub.

[Ksmith5538]

This was my first point of call. Done reset, pinhole for 60+ seconds, hard reset through the web browser settings.

just keeps coming back with the same things over and over. 

thanks for the suggestion 

[jem101]

---

@Ksmith5538 wrote:

This was my first point of call. Done reset, pinhole for 60+ seconds, hard reset through the web browser settings.

just keeps coming back with the same things over and over. 

thanks for the suggestion 

---

I have to say, that connection isn’t just ‘off’, the upstream has collapsed completely - call it in, you’ll need a technician visit!

[Ksmith5538]

Yeah that’s what I’ve done. I knew straight away it wasn’t right my download and upload and latency is all over the show no 2 tests the same at all.

I’ve called in but customer service on the phone never seem to understand when you talking about technical stuff she said they will monitor for 24 hours and get back to me. 
I just thought someone on here would have a clue or might have dealt with something similar. 

and it was fine when I had the hub 4 it’s just been since swapping to the hub 5

[jem101]

OK the 24 hour monitor is an outright lie, it just doesn’t exist - got you off the phone though, didn’t it?

Tomorrow morning, call back, ask to cancel and demand to be put through to the retentions team, which is usually UK based. Any messing about, simply put the phone down and call again!

Nuclear option, is that you initiate a formal complaint and eventually escalate it to the industry adjudicator. But it won’t come to that, because in a day or so a member of the forum team will get to this thread and offer to contact you via personal message to get further details and arrange a tech visit.

[Ksmith5538]

Yeah I had a feeling I wasn’t holding out hope hence turning to here to see what could be done and I have seen virgin team on here so was also hoping that might happen. I’ve been with virgin for a while now and not had any issues but I also know that the guys on the phone are just reading from a script, sadly. 
I will try and call again tomorrow and try and get through to someone who is more technically minded hopefully. I could tell when I was talking to the lady she had no clue when I was saying upstream/downstream.

I just want it fixed 1gig is very expensive when your not getting what’s advertised.thanks for your message

[Roger_Gooner]

---

@Ksmith5538 wrote:

Yeah that’s what I’ve done. I knew straight away it wasn’t right my download and upload and latency is all over the show no 2 tests the same at all.

I’ve called in but customer service on the phone never seem to understand when you talking about technical stuff she said they will monitor for 24 hours and get back to me. 
I just thought someone on here would have a clue or might have dealt with something similar. 

and it was fine when I had the hub 4 it’s just been since swapping to the hub 5

---

That's the mistake you made, talking about "technical stuff". Just say that the broadband is very slow and demand a tech vist.

[Ksmith5538]

That’s the thing tho I don’t think it really would have mattered they all seem to go off this real speed thing now and I think that’s just a load of crap to be fair. It says the connection to the hub is 1140 but I haven’t had higher than 450 last 50 or so times I’ve tested that being the single device connect to the network. 
should have just kept the hun 4 at this rate but kept getting issues with that one overheating. Can’t win haha 

[Kath_F]

Hi Ksmith5538, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 
We're sorry to hear you're having an issue with your connection. Checking things this end I can see the hub is not within specification. We will need to get an engineer out to resolve this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,