If you want the fastest possible response, you need to take your chances with the telephone support (although dealing with VM by phone is something I try and avoid at any cost). And in terms of getting the matter looked at, you might get some sympathy from the forum staff, but as this is a community forum not first line customer support, it's best to try and provide some additional information to help with fault finding.
Give this a go: Connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Any problems doing this, just say and we can work round those.
Then we can check for any obvious problems with power, noise or error counts. I assume you've done the obvious like restarting the hub, checking the coax connections are nice and finger tight.