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Hub 5 (upgrade) keeps disconnecting (losing sync) and keeps showing "registration complete"

Cutters1982
On our wavelength

Hi there

I am a long time customer of VM and was sent a new router, the Hub 5, as part of an upgrade to the 1gbit package.

Since the upgrade of the router I've been getting intermittent connectivity, when the connection drops out, its not just the Wi-Fi but the internet complete goes off, you can see in the network log that there is loss of sync, interestingly when it comes back online shortly before there's a message in the logs about "registration complete" - I am confused, I connected the router a few days ago for the first time, so it was already registered, it's as if something somewhere is stuck in a loop and it keeps having to re-register the router?

I really need this sorted out ASAP, I work from home and need a reliable connection, at the moment I wish I hadn't gone with the "upgrade" because before this, my connection used to be nice and stable on the old router.

I'll post my network log output in a post below (I think there's a character limit otherwise). I have edited out the MAC addresses and replaced them with asterisks.

Please let me know if you need any more info.

7 REPLIES 7

Cutters1982
On our wavelength

Time Priority Description
01-10-2023 20:12:37 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 20:10:57 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 20:09:12 notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; 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;
01-10-2023 20:09:07 notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 1 2; 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;
01-10-2023 20:08:47 warning MDD message timeout;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 20:08:43 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 20:07:15 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:59:15 notice REGISTRATION COMPLETE - Waiting for Operational status
01-10-2023 19:59:11 notice US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 12 13.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:59:06 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;
01-10-2023 19:58:44 warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:58:42 notice Honoring MDD; IP provisioning mode = IPv4
01-10-2023 19:58:26 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;
01-10-2023 19:58:18 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:58:17 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;
01-10-2023 19:58:12 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:58:12 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;
01-10-2023 19:58:10 critical No Ranging Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:58:09 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;
01-10-2023 19:54:48 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:54:45 notice CM-STATUS message sent. Event Type Code: 20; 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;
01-10-2023 19:54:41 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:52:38 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:52:37 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:52:35 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:52:24 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:49:19 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 19:47:22 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 15:01:14 notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 14:57:33 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 14:56:56 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;
01-10-2023 14:54:56 notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=*:*:*:*:*:*;CMTS-MAC=*:*:*:*:*:*;CM-QOS=1.1;CM-VER=3.1;

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13790000001.643QAM 25631
2139000000243QAM 2561
31470000001.343QAM 2562
41550000001.943QAM 2563
5163000000243QAM 2564
61710000001.943QAM 2565
71790000001.643QAM 2566
81870000001.643QAM 2567
91950000001.943QAM 2568
102030000001.843QAM 2569
112110000002.143QAM 25610
122190000002.143QAM 25611
132270000001.843QAM 25612
142350000001.443QAM 25613
152430000001.343QAM 25614
162510000001.143QAM 25615
172590000001.243QAM 25616
182670000001.343QAM 25617
192750000001.344QAM 25618
202830000001.243QAM 25619
212910000001.443QAM 25620
222990000001.343QAM 25621
233070000001.243QAM 25622
243150000001.343QAM 25623
253230000001.543QAM 25624
263310000001.343QAM 25625
273390000001.343QAM 25626
283470000001.644QAM 25627
293550000001.543QAM 25628
303630000001.443QAM 25629
313710000001.543QAM 25630

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked43245570523830
2Locked4384520586127438
3Locked4381815075449441
4Locked4371894344323313
5Locked4361503583214789
6Locked4350946082723268
7Locked4330714981582915
8Locked431238667579554
9Locked43659090465780
10Locked4318529987495
11Locked43339036335626
12Locked43310983234199
13Locked4316096393740
14Locked4317733188150
15Locked4317023167257
16Locked4315850797103
17Locked43279440187978
18Locked43760210403603
19Locked44560777312920
20Locked43451688258739
21Locked43706702359957
22Locked43136614115563
23Locked439633496590
24Locked43634633287696
25Locked43295109285166
26Locked43127189650181
27Locked43162284806678
28Locked446988012615325
29Locked437374583244922
30Locked435330772035390
31Locked439635422658842

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000048.55120QAM 641
14310000047.85120QAM 642
23660000047.55120QAM 643
33010000046.85120QAM 644
423600000465120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA02100
1ATDMA02100
2ATDMA02100
3ATDMA02100
4ATDMA02100

Vinegar
Up to speed

There are actually two different ‘registrations’ to be considered here, the first is when you get a new hub and it needs to be ‘registered’ on your account. The second, which is what you are seeing here, is when the hub reboots for whatever reason, it needs to go through a DOCSIS ‘registration’ process, where it, basically announces to the equipment at the other end of the cable “I’m here, I’m xyz device, can I please have connectivity”, there is then a whole set of back and forth messages before the hub is ‘registered’ with the CMTS (the kit at the far end) and you have connectivity.*

What we have to ask ourselves is why the hub is rebooting? What you have already provided indicates a really bad connection and the hub is rebooting itself to try to get a better one. Normally, I’d say this indicates a bad cable, but you said this is an upgrade and the previous hub didn’t suffer from it, and they use the same cable so….!

Two obvious possibilities, the connection going into the hub isn’t very good, not tightly screwed in, or the hub itself is faulty. If the latter, then naturally it’ll need swopping out.

* slightly oversimplified but basically that’s it.

Hi Vinegar, okay, thanks for clarifying, so its like an authentication rather than registration, its a bit misleading. I'll double check that the cable is connected securely now. But yeah, the equipment was previously working fine before the "upgrade" 🙂

Regards

Cutters1982
On our wavelength

Was kinda hoping for a response by now with assistance? 😞

Hi @Cutters1982 👋.

Thanks for reaching back out to us. Apologies in the delay in responding. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina