Thanks Ernie.
The network log might reveal what was happening. As the stats sit, the downstream is fine. The upstream power is below the generally accepted threshold; if that is a fault with the hub's output, then there wouldn't be sufficient power to successfully push data back to the VM end. The VM bods can see whether or not there are data errors on the upstream.
If the network log show no T3 events but do show T4 events, then the modem is flapping (resetting) and that would most likely be a downstream issue; does that happen?
Upstream issues do affect downstream as ACKs back to a data source may not be going through.
The telephone support person said there were "FEC errors". "FEC" means Forward Error Correction and is conventionally applied to the customer's downstream. Of course your upostream is their downstream, but I don't think offshore support is that smart.
So please let's see the Network Log next. And a full repeat of the power levels.
Seph - ( DEFROCKED - My advice is at your risk)