If you own it, your ISP is unlikely to provide any help. At best, they’ll say, it’s old, replace it. In reality, the first step is to go to the console section using the web app, and check Signal levels, SNR, uncorrected errors, and then go to the event logs and look for timeouts. Hopefully, you’ll see an obvious issue in the connection that can be remedied by a tech. If not, then it gets more challenging. It is always wise to doublecheck all the coax connections. Sometimes, one has gotten just a little loose and that’s all it takes.