Edited from my response to a similar post earlier:
1) The BQM measures all performance issues between the Thinkbroadband servers and your cable modem, and for this reason (amongst others) it isn't a diagnostic tool officially recognised by VM, useful though it is for many. So VM may not accept this as evidence of a problem, and sometimes (rarely, but I have seen it) problems that are clearly visible are not on the VM network - looking at your BQM my intuition is that this is a problem with your cable connection.
2) This maybe an area fault (forum staff can advise), in which case it should have a problem reference and a resolution date.
3) It is possible that you've got a local performance problem on the segment between your cable modem and the local cabinet. This could show up as any combination of low speeds, high latency or jitter, loss of connection, high error levels, poor SNR, out-of-range power levels, loss of upstream modulation, or serious errors in the hub's log like RCS Partial Service, T3 timeouts or loss of synchronisation reports (a few errors are OK - it's when there's a lot of them that you have a problem). If you connect to the hub and post the contents of the Downstream, Upstream and Network logs tabs here we'll have a go at spotting any obvious problems.
Upstream power levels look too high and you've got very high error levels on downstream. Might be worth resetting the hub to check how quick the downstream errors are happening, but would assume you'll need an engineer visit
As tonycv51 said, upstream power levels were a problem, and although they've improved a bit, one channel is still too high - this causes problems with the downstream performance because cable technology requires your hub to retain synchronisation on all of the 24 down and 4 up channels. Your error levels are still too high (you should only see a handful of post-RS errors after weeks or months of continuously powered-on operation), showing that there's a noise problem somewhere. Suggest you wait on the forum staff to pick this up and advise.
Regarding the red blocks when the router is clearly working, that's a firmware issue with the Hub 3 that sometimes it will stop responding to external ping requests for hours (sometimes days) and then decides to resume service of its own accord. Most of us see this from time to time.
Thank you for your post, I am sorry to hear you are having issues with your broadband. I will happily take a look into this for you. I will pop you a private message asking for some details keep an eye out for the purple envelope.
Thanks so much for popping back to Zoie's Private Message @sickandtiredtwo - she is currently out of the office so I've picked it up in her absence 🙂
Thought I'd pop back to the public thread to keep you and our users updated.
I've gone through some in depth diagnostics from this end for you - at the time of writing we can see it's been around 3 days since a reboot and currently we have no errors showing and all signal levels are well within the parameters we would expect.
I have also take a quick look at the live BQM graph and other than the red block where the Hub has stopped responding to the ping request I'm not able to see any major issues at the moment.
I will still pop a copy over to the Area Manager to see if he thinks it;s anything to worry about or if he can see something in the area that may be causing your issue. I'll be back in the office on Monday so will pop you an update as and when I have one.
In the meantime, please do try the reboot and keep us updated with how your service is at your end.