A quick and inexpert look at your router stats, and they all look fine - power levels and SNR look good, there's no post RS errors, or timeouts. So it is either the Hub itself incapable of even returning a ping response to Thinkbroadband's servers, or an upstream cable problem. I suspect its a complex upstream problem, and that the new hub won't fix it, but best to give a try and see.
If it isn't the Hub, then the offshore support simply don't have the expertise to help with complex problems like this - hopefully the forum staff can get the problem referred to UK based specialists.
Your downstream power levels are too low on the higher frequencies.
Two of your upstream channels are at max transmit.
The BQM is a mess, all not good.
I would check the coax for obvious signs of damage and all connectors are hand tight.
A very small chance of a faulty Hub, so always worth a reboot, but in all likelihood a local circuit problem.
You will need to contact VM for resolution, either by waiting here about a week until a VM Forum Team Member picks up the thread, or give them a call on 150 from a VM line or 0345 454 1111 for a quicker response.