For starters you need to have a look at your power levels etc to see if the problem is your end or their end. Click this
link and scroll down to the 6th post and follow the instructions. You'll probably need to go to
http://192.168.0.1 instead if 100.1. Can you also provide more info regarding what tier you are on, which version of the shub you have got, what device you are using (e.g. desktop pc, game console, laptop) and whether it is directly connected to the shub or if you are using your own 3rd party router.