Okay, I started at the head end and everything is passing. Utilization is currently @ 36% so that is outstanding. Pings to your modem are solid
Sending 10, 100-byte ICMP Echos to (IP edited out), timeout is 2 seconds:
Success rate is 100 percent (10/10), round-trip min/avg/max = 8/9/12 ms
So from the head end to your modem, things are rolling along smoothly.
Modem is provisioned properly, so no issue there.
So we would need to get a closer look and do some live troubleshooting. If you have a second where I could call you we can make that happen now for you. Would that be okay?