thanks for the screen shot, can you do the same for the upstream and downstream tabs so we can have a look at your power levels. Can you also setup a TBB graph which monitors your connection. It will show us whether you have just got a slow connection due to something like congestion or if packet loss is causing it. The graph will look like this:
It is easy to setup, click this
link. All of this information is helpful and will assist the tech in diagnosing the fault if they are uncertain as to the cause.