I see it's your first post here, so welcome to the community! We can definitely help you here.
Is your service slowing down or are you unable to connect at all? Do you lose connection for a certain length of time?
If you have a router connected, does this happen when you disconnect the router as well?
We were unable to find your account by name. Could you please post one of the following - a recent case number, full name of the account holder, or serial number of your modem? this way, we can run some tests to troubleshoot?
Your patience and cooperation is appreciated, and we look forward to hearing back from you.