[sollp]

The downstream levels are incorrect, it should be around -5dB- +5dB,(these levels are approx, and they are not the actual stated specs for this modem) the SNR should be around 33-35dB,(again not the actual stated specs for this modem). The SNR will improve when the levels are corrected, also you have copied the Downstream levels twice so can you resend the upsteam levels again.

If the person your helping can do the basics of looking at there internal installation and visualy checking the cabling to make sure its not damaged, check the connectors aren't loose. This is much as you can do, if this dosen't help then you'll need to get a visit sorted.

There is a problem with the levels, so it will need fault finding to find out where the problem is.