Forum Discussion

RoyKato's avatar
RoyKato
On our wavelength
2 months ago

Received new Hub 5 - higher Ping/latency spikes intermittent wi-fi disconnections

Hi all,

As per title, I swapped the Hub 3 for the Hub 5 on the 4th Dec (2 days ago) and since then I'm experiencing the following issues:

- Random Wi-Fi devices disconnecting: Mainly Android and Alexas, iPhones seem unaffected so far. Have to forget network in order to get back online.
- Higher Ping: my previous Hub registered 6-8ms ping, now I'm on the 16-18ms. This is noticeable especially with competitive gaming
- Latency spikes: intermittent and completely random. Speed is good so there must be something else.

I both chatted and called CS, who had some issues checking the actual device associated with my account; they've advised then to wait for 24hrs for the device to settle and replicate properly within the systems.
After two days the situation is still unchanged, and I'm starting to suspect something is off.

I'll paste below the Broadband Quality Monitor, if that helps:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/592f7d4d57f8b312ece346f5e3e9c61a0ffbdbcb

Network Log

Time Priority Description
06-12-2024 20:05:16noticeGUI Login Status - Login Success from LAN interface
06-12-2024 19:43:33noticeGUI Login Status - Login Success from LAN interface
06-12-2024 19:43:22noticeREGISTRATION COMPLETE - Waiting for Operational status
06-12-2024 19:43:15noticeDS 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;
06-12-2024 19:43:14noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:43:08warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:43:06noticeHonoring MDD; IP provisioning mode = IPv4
06-12-2024 19:43:00criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-12-2024 19:42:54criticalCable Modem Reboot because of - HW or Power-On Reset
06-12-2024 19:42:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-12-2024 09:46:28criticalCable Modem Reboot because of - HW or Power-On Reset
04-12-2024 20:27:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:27:35criticalCable Modem Reboot because of - HW or Power-On Reset
04-12-2024 20:14:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:14:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 20:14:28criticalCable Modem Reboot because of - Reboot UI
04-12-2024 17:12:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:12:34criticalCable Modem Reboot because of - Software_Upgrade
04-12-2024 17:12:34criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:10:16alertSW download Successful - Via Config file
04-12-2024 17:07:27alertSW Download INIT - Via Config file cmreg-vmdg660-bbt062-b.cm
04-12-2024 17:07:01criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:07:00criticalCable Modem Reboot because of - unknown
04-12-2024 17:04:42criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:26criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:25criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:17criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:16criticalDHCP FAILED - Discover sent, no offer received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:12criticalDHCP FAILED - Critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:04:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:03:56criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-12-2024 17:03:55criticalCable Modem Reboot due to Factory default via SNMP


Any help is highly appreciated - thank you all!

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    VM is a bad for making these hubs they don't work right in router mode so need to be put in modem mode with a better wifi router with 1Gb ports or better

    • RoyKato's avatar
      RoyKato
      On our wavelength
      2 months ago

      I'd rather "downgrade" and use the old one instead, who was basically flawless in that sense! 

      I really don't see why should I spend money on a router, just because those Hub 5 aren't fit for purpose. 

      • jbrennand's avatar
        jbrennand
        Very Insightful Person
        2 months ago
        RoyKato wrote:

        I'd rather "downgrade" and use the old one instead, who was basically flawless in that sense! 

        I really don't see why should I spend money on a router, just because those Hub 5 aren't fit for purpose. 

        Have you still got the Hub3?  If so you may be able to convince the activation line to deactivate the new Hub and reactivate the old one - then just swap them and return the Hub5.

        Call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number

    • RoyKato's avatar
      RoyKato
      On our wavelength
      2 months ago

      No it didn't - was just a router swap

      • carl_pearce's avatar
        carl_pearce
        Community elder
        2 months ago

        I wonder if the HUB 5 is making use of the DOCSIS 3.1 channels, which are a problem in your area.

        The HUB 3 doesn't have the hardware to use DOCSIS 3.1, so it's the only difference I can think of, unless the HUB is faulty.

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 months ago

    The corrected errors are usually quite high, from my experience, on the 3.1 channel.

    Those stats look 'ok', though.

    Maybe worth posting the full set (Downstream/upstream).

  • Mpoole2021's avatar
    Mpoole2021
    Tuning in
    2 months ago

    I had similar issues recently. Two engineers sent over the course of a month. I ended up going into the hub setting and switched off optimisation. The hub wants to create a one connection WiFi with the app. This was causing my WiFi to drop every few seconds on my Alexa. It has now been resolved due to me disabling this in the hub settings. 

    • RoyKato's avatar
      RoyKato
      On our wavelength
      2 months ago

      If you're referring to the Channel Optimisation, that's literally the first thing I've done 😂

      All in all I'm more concerned about the increased latency. It can only be due to the device being not fit for purpose or faulty (unless something else is wrong "outside" but kinda hard to tell from where I stand) 

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 months ago

        Hi RoyKato, thank you for your posts.

        We're sorry to hear about the issues you're experiencing 😔

        In order to discuss this matter with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    "my previous Hub (3) registered 6-8ms ping"

    Really ??? Our Hub 3 also on RFoG has about 15ms of latency at the Hub,
    and as one would expect more if a WI-Fi device is involved.

    15ms of latency is about 1/10th the time it takes for a eye blink !

    • RoyKato's avatar
      RoyKato
      On our wavelength
      2 months ago

      12-15ms was the average for any mobile device (provided there was a reasonable distance).

      I'm aware of the eye blink timings but the point of this discussion is a degraded performance with a newer device. 

  • mingsy's avatar
    mingsy
    Superfast
    2 months ago

    Was the Hub 5 a self install? I ask as I had problems when I went from a 3 to a 5. In my case it was because there were very old attenuators etc on my connection. An engineer came and removed them and said they were not compatible with a Hub 5. Everything was OK after that.