Hub 5 connection dropping?
Hey. I'm using a Hub 5 on a Gig1 connection, and have a weird issue. My connection will drop without warning, yet the status light on my hub will remain solid white. My phone (attached to the hub) will have a dialing tone yet I cannot successfully dial out or receive calls. I am able to address the hub's web interface and its network status reads "connected" etc. Occasionally it will come back on its own after a matter of hours, but usually I have to reboot or power-cycle the hub to get it to reconnect, after which it will work fine for a few hours. Rinse and repeat. Here's hoping someone can help shed some light on this most peculiar occurrence.Faulty pod
I have recently had VM fibre broadband installed with a Hub5x and two pods. Both pods worked fine for a time, but one of them now refuses to connect to the Hub. I have moved this pod to several locations, including in the same room as the Hub. When I restart the pod it goes through the start-up sequence (judging by the lights), but it get stuck on the pulsing white light. The VM Connect app shows both pods, but tells me the faulty one is offline ("We couldn't find your WiFi Pod") The Pod is plugged in and I have positioned it in a place where it should see the Hub. I'd be grateful for any advice as to next steps.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 status
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 5 connection. 2 Engineers, 1 Specialist and counting!
So where to start…. I have a 1gig Virgin broadband line (500mbps boosted to 1gbps via VOLT). I have to start by saying that up until my last contract renewal not so many Months ago things were fine, I had next to no problems with my connection at all, very rarely would I encounter a dropout. I would 100% of recommended Virgin to anyone. That isn’t the case now however! We started getting intermittent drop outs in May this year. The connection would drop for maybe half an hour or so a few times per week. These were frustrating but I put it down to maybe Virgin doing some work their end or something like that. Bare in mind here I have a son who’s doing his A-Levels and a daughter who is going into her GCSE exam year this year, NOT GOOD. These dropouts started becoming more frequent and really had me questioning things now. Many times Virgins online status check as being fine in the area, it would take me through the usual power down of hub etc. Sometimes this would work, sometimes it wouldn’t. I ended up getting an Engineer out. He replaced the metal Coax wall connection. He did various line checks and couldn’t see any issues with that. He assured me it should be fine now, giving me his number in case of ongoing problems. Needless to say, this fixed nothing. I contacted him and he arranged for a different engineer to visit since he wasn’t available. The next engineer arrived and did the usual checks on the line. Didn’t find a thing. He decided the fault must be with the Hub so changed my older Hub to a version 5. I thought that would definitely sort out the problem… nope. Dont get me wrong, this did help for a bit. I’m not sure if that was just fluke or what but during the first few days things seemed alright. Then again the dropouts started again. This time we had complete loss of connection. This didn’t just go on for 30 minutes, we’re talking days of absolutely no broadband. Kids are on summer holidays, they both live on their electronic gizmo’s, Nightmare! At this point I’m really getting fed up. I’m taking note of the time outs and the duration. I’m taking screenshots of the Log from the Hub itself. These screenshots show critical error messages constantly. Various types. My speed checker showed decent download speeds but none existent upload speeds. Now onto the SPECIALIST engineer who got booked in for me. What can I say?? The guy couldn’t be bothered to look at any of the evidence I had collected, just kind of shrugged it all off as it was nothing. He mentioned my speed check test being irrelevant since Virgin only use Cisco checks. He replaced the external box saying it actually looked okay but had a bit of corrosion on it. Then he mentioned how many 5g channel connection was one of the high power drain ones so he switched it to one of the lower channels to reduce the power. He went on to tell me if I needed him to contact him on the number he called me on. I said I hadn’t received a call from him, they had my old number on the system. He stood me it was now updated and he would call me so I had his contact number once he had left. He didn’t do this either. Roll on to today. We’re still getting constant dropouts, nothing has changed. Looks like possibly another engineer visit and all I can think is what’s the point. Virgin customer service is a complete joke and I’m at my wits end with it all now. I pay a considerable amount for a sub par service and it’s no laughing matter. Has anyone else experienced anything like this? Is there anything I can do to sort this out. Please help.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 :)Downstream Errors
Hello all! I'm on GIG1 internet and I'm seeing a lot of Pre-RS and Post RS errors on my router logs, I'm also seeing degraded service as well. Here is my router logs Pre RS Errors Post RS Errors 1 Locked 38 17729 0 2 Locked 39 48276 2399 3 Locked 39 44575 2091 4 Locked 39 38975 1699 5 Locked 39 30286 1225 6 Locked 39 29533 985 7 Locked 39 32463 670 8 Locked 39 31432 517 9 Locked 39 33555 410 10 Locked 39 37553 386 11 Locked 39 37327 365 12 Locked 39 38240 351 13 Locked 39 41601 381 14 Locked 39 44227 359 15 Locked 39 42714 310 16 Locked 39 43512 267 17 Locked 39 43463 219 18 Locked 39 43963 173 19 Locked 39 40106 125 20 Locked 39 39172 118 21 Locked 39 35245 66 22 Locked 39 30956 95 23 Locked 39 25546 16 24 Locked 39 23251 18 25 Locked 38 22762 12 26 Locked 39 17951 3 27 Locked 39 16290 0 28 Locked 39 16207 0 29 Locked 39 15500 7 30 Locked 39 14468 0 31 Locked 39 14347 0
