In this case, we would need to contact our vendor and have them run the diagnostic tests for us. If you wish for us to make this request. Please post in the »/fo ··· avdirect Forum.
In the past when my sister had a Videotron connection through TSI I did the following.
1. Disconnect the coax cable and reboot the modem. 2. Load up the diagnostic page. 3. Reconnect the coax cable. 4. Refresh the page until the signal levels show up, once you see the signal levels don't refresh anymore or you will need to start the process over again.