issue resolved, the whole fixing process took one week and 4 days plus 4 calls to VM.
owell at least its fixed and i can now be happy to upgrade to 50mb.
---------- Post added at 05:36 ---------- Previous post was at 05:33 ----------
on a side note i still have a downstream SNR of 27.0 db
what will this mean to my service as you have stated that it should be 30+?