.....Just because something is new doesn't mean it is better, the SH2 will outperform the Hub 3 in many areas, but if you want higher latency and less features go for the Hub 3
A cursory review seems to indicate that the OP has a e.o.l SH1(VMDG480) which is struggling on both Arris and Cisco servers and thus it's possible that there are other Network/segment issues which may explain why (brain dead offshore?) Level1 are allegedly refusing to replace the original SHub(or send a tech).
However given the OP's understandable frustration and unfortunate consequent "attitude" then escalating to UK Retentions/Level2 may not have solicited the obvious replacement to SH2AC(VMDG490) or even SH2(VMDG485 - subject to inventory availability) if OP is on a lower V100(or less) Tier?.
Even a minimal SH2/3 replacement for an eol SH1 is still probably more cost effective (assuming OP's anger management allows minimal diagnostic Factory default reboot and confirmation of firmware level? )?
Regards Tony "Life is a Binary Inspired Turing Computed Hologram"(don't PM or @Mention me - in case ignoring you offends)
Yes it is working, but it is outdated! They haven't the need to replace every modem every month! But every couple of years they should do so! Also, they are failing to provide a payed service, which is bad in itself.....
There is no continuous service, it is disconnecting every other day for hours! And that is no way to run a service! Imagine, if you called 999, and the phone company would say: "Sorry, we can't connect!"
Also, we have signed a contract, which states they are trying their best to provide the service without interruptions. I do not see that effort! As they fail this quite regularly! Therefore: they are pretty much failing to hold up their end of our contract. That is a violation of it.