Many thanks for your post and sorry to hear of the issues you've been having with connection fault at the back of your hub. I've ran some checks and can also see that the upstream levels aren't looking great for your service either.
I've gone ahead and booked a tech visit for you to look into this and fix/replace the equipment. I requested the earliest slot available and you should be able to view this in your My VM Account . You can change it this way too if needed.