[jimi thing]

Wondering if someone can help me. I bought an Aqua C Remora pro with a mag 3 pump and ever since it's been going, about three months now, all it does is fill the collection cup with water. The cup is at its highest level. I emailed Aqua C and told them about the problem and they replied by telling me that there must be high nutriants in the water or something. The tank has been set up for three months now and all water parims are in check. Done a couple of water changes last week and the week before but the collection cup keeps filling with water. Any ideas?