No internet connection
Have just reconnected my WiFi hub 3.0 with new cables after a property move and it is showing as having no internet connection. After checking service status it is saying that it isn’t installed. White light is on at the bottom but WiFi and arrows lights are not on. Cannot get through to anyone on the phone at this moment.Critical error in Hub while in Modem Mode
Hub 5, set to modem mode. Mesh connected and works perfectly for hours. Sudden loss of wifi, unable to resolve until modem is turned off and on at wall. This will repeat twice within a short time frame, then return to functioning. The Hub has been replaced. Attaching logs below Timestamp Level Message 02-09-2025 14:48:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:23 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:ff:ce:fe:13:30;CMTS-MAC=00:01:5c:74:68:67;CM-QOS=1.1;CM-VER=3.1; 02-09-2025 14:48:28 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:48:28 critical 16 consecutive T3 timeouts while trying to range on upstream channel 2;… 02-09-2025 14:48:28 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:49:53 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;… 02-09-2025 14:51:50 critical Cable Modem Reboot because of - HW or Power-On Reset 02-09-2025 14:51:52 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;… 02-09-2025 14:52:15 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:32 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:33 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:52:34 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:34 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:52:34 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:53:17 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:53:41 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 14:54:29 critical 16 consecutive T3 timeouts while trying to range on upstream channel 0;… 02-09-2025 14:54:29 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;… 02-09-2025 14:54:29 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;… 02-09-2025 15:05:46 critical Cable Modem Reboot because of - HW or Power-On Reset 02-09-2025 15:05:49 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;… 02-09-2025 15:05:56 notice Honoring MDD; IP provisioning mode = IPv4 02-09-2025 15:05:59 warning DHCP WARNING - Non-critical field invalid in response;… 02-09-2025 15:06:01 notice TLV-11 - unrecognized OID;… 02-09-2025 15:06:05 notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;… 02-09-2025 15:06:14 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;… 02-09-2025 15:06:19 notice REGISTRATION COMPLETE - Waiting for Operational statusTV losing connection since upgrading to 360 service
So I accepted the upgrade of my TV service too the 360 box. Since then wherever I try to watch streaming TV services, the WiFi connection drops out wherever the adverts come on! I'm thinking the issue is the router that can't cope.. The WiFi signal around the house is good(I have Tenda mesh system) Also the TV confirmed that it's connected to the WiFi but the connection drops out intermittently. I have also noticed VPN drops out when I'm working from home. Can someone check my router? I have the super hub 3 i think it's called.i also have 500mb service and only help 100 mb died downstairs....(But that's not the problem) Can't someone help... Do I need a newer router with the 360 TV service?
Internet drops out almost every day
Hi, Since upgrading to the new GIG1 package, our broadband has been dropping offline randomly, mostly in the evenings. Sometimes it takes a good 10 minutes for it to come back online. This is becoming so often that we're becoming frustrated as a few of the important devices take some time to come back online. This imapcts WiFi and hardwired devices. The modem logs state the below when this happens: 28-08-2025 20:22:24 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; 28-08-2025 20:22:24 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; 28-08-2025 20:21:16 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MAC1:HERE;CMTS-MAC=0MAC:2HERE;CM-QOS=1.1;CM-VER=3.1; Looks like there's some issues with the maintenance attempts. Can someone please look into this and ask the relevant team to resolve this issue? Thanks,Hub 5x issues on firmware 7.8.3-2410.5
Hi, Since my Hub 5x auto-updated to firmware 7.8.3-2410.5 (around 20/08/25), my broadband has become unreliable for online gaming. What’s happening: - Games disconnect after 2–10 minutes, every time. - This happens on multiple devices (Iphone and Samsung Galaxy S25 Ultra). - General browsing and streaming seem fine, but anything that relies on a stable connection drops out. - Pings sometimes show duplicate replies and big spikes in latency. What I’ve tried: - Disabled Smart WiFi and split 2.4 GHz / 5 GHz into separate networks. - Locked 5 GHz to channel 36–48 at 80 MHz. - Changed DNS to Google and Cloudflare. - Tested MTU (1472 works fine). - Tried keepalive scripts to hold the connection open. - VPN fixes the problem completely (but obviously I shouldn’t need to use one just to play games). This only started after the 7.8.3-2410.5 update. Before that, everything was stable. Can you confirm if this is a known issue with the latest Hub 5x firmware, and if there’s a fix or workaround? It looks like the router is mishandling online gaming traffic. Thanks.Internet randomly dropping out since service outage.
We had some internet and TV problems last week due to a service outage in our area. On Wednesday the 20th I received a text message saying that the problem was fixed and that everything was up and running. Since then we have had nothing but problems with our internet dropping in and out randomly sometimes for hours at a time, sometimes coming on for 5 minutes and then dropping out again. I have checked all our cables are connected properly. I have reset the Hub 3 multiple times. I have removed all the ethernet cables that were connected to our Hub 3. I have also reset the Hub 3 to the factory settings. Nothing has worked. Usually the hub 3 shows a solid green light at the bottom, the up/down arrows flash green and the WIFI symbol stays solid green. Other times the bottom light flashes green, the up/down arrows aren't lit and the WIFI symbol stays green. It can switch back and forth between this light show for hours or sometimes just 10 minutes. We've been trying to keep track of the rough up and down time of the internet connection. This is from Monday 26th August. Off first thing in the morning. ON 10:18AM OFF 11:20AM ON 11:36AM OFF 12:20PM ON 12:40PM OFF 12:58PM ON 1:05PM OFF 1:24PM ON 1:55PM OFF 4:57PM ON 6:00PM OFF 6:10PM ON 6:14PM OFF 7:49PM ON 7:57PM OFF 8:01PM ON 9:09PM OFF 11PM Every day before Monday is like this on and off randomly all day. I did login to the router a few times after the internet had come back on and managed to get these from the logs: 25/08/2025 13:34:50 critical No Ranging Response received - T3 time-out;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:34:19 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:59 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:56 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:40 critical No Ranging Response received - T3 time-out;CM-MAC=b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:39 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:56 critical No Ranging Response received - T3 time-out;CM-MAC=1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:55 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:18 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:16 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:27:14 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:25:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:21 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 Warning! RCS Partial Service;CM-MAC=1:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:5 Warning! RCS Partial Service;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:00:28 Warning! RCS Partial Service;CM-MAC=182;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=1b;CMTS-MAC=04:;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:14 Warning! RCS Partial Service;CM-MAC=18b;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:6 critical No Ranging Response received - T3 time-out;CM-MAC=8:ab;CMTS-MAC=04;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:10:46 Warning! RCS Partial Service;CM-MAC=18:ab;CMTS-MAC=01a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:40 critical No Ranging Response received - T3 time-out;CM-MAC=18:ab;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:37 Warning! Lost MDD Timeout;CM-MAC=18:ab;CMTS-MAC=04:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:33 Warning! RCS Partial Service;CM-MAC=1b;CMTS-MAC=7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:30 Warning! RCS Partial Service;CM-MAC=18;CMTS-MAC=04::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:55 critical No Ranging Response received - T3 time-out;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:52 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:14 critical No Ranging Response received - T3 time-out;CM-MAC=18b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:47 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:45 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=181a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:35 critical No Ranging Response received - T3 time-out;CM-MAC=18c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:49:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:48:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:49 critical No Ranging Response received - T3 time-out;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:48 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:46 critical No Ranging Response received - T3 time-out;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:44 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:352;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=1b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:59:23 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:35 critical No Ranging Response received - T3 time-out;CM-MAC=c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3M-QOS=1.1;CM-VER=3.0; 25/08/2025 20:56:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:55:58 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=15 20:54:27 critical No Ranging Response received - T3 time-out;CM-MAC=18:a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:54:24 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:29 critical No Ranging Response received - T3 time-out;CM-MAC=18CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:27 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=12;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:50:32 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:49:59 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35:c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:48:19 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; I'm hoping someone knows what the hub was trying to do and failing. And why at one point the Hub 3 thought it was 01/01/1970. Though I'd try here first before ringing as it's a lot easier to post some of the information than explaining over the phone. It's also hard to get time to ring during the working week. I've tried to find as much info as I can get but if there is anything else that would be helpful just let me know and I'll try to get it. Any help would be great as I've been customer since the Telewest days and never really had many problems with any of our services. Posting this using my phone as a WIFI hotspot as the Hub3 currently has a solid green bottom light, a flashing green up/down light and a soild green WIFI symbol. Thanks. [Mod - MACs removed for security]Internet dropping + VOIP down after HUB 5X router update to version 7.8.3-2410.5
Since the router updated around 2:50am on 20/08/2025 I've been having random drops in connection. I thought it was just 1 app on my phone I was using being slow but the same is for my Sonos speaker and online gaming (PC over ethernet). eg sonos stops for a couple seconds and losing connection in games Prior to the update I had no issues and it occurs during non-peak times as well as peak, just now around 10 mins ago (3:00am). The "network log" doesn't log much detail and doesn't show anything related apart from me logging into the WAN interface and IPV6 address not available, I wont restart that thread lol. Also tried a router restart, no difference. VOIP has also been unavailable since the update. Confirmed in Hub 5x status home page and within network status. Wifi calling also doesnt show within my phone icons too. I've just started a quality monitor so will update later today if anything shows up Hub 5x 1 gig Symmetric - XGS-PON Anyone else noticed this issue and any VM staff able to look into it further? Thanks :)
