Major issues with connection - DNS Issues and packet loss

Been having major issues with our connection the last few days. I have checked service status and it doesnt show issues with broadband. I ran diagnostics and it sent a factory reset, which did nothing to help. When I ran a connection test again, I got a message saying "there is an intermittent issue with the connection to your equipment". I rang VM and the call centre guy said he tested it and there are no issues. He suggests waiting for 48 hours to see if it resolves itself. I explained its already been 48 hours since it started, but he wouldnt accept that. Apparently they cannot even look at doing anything with the ticket for 48 hours. Not sure how it would resolve itself without VM intervention. When I mentioned the message from the web test, he said he couldn't see this at all. Our internet is not usable at the moment. When I have looked into this, I am seeing major issues with virgin DNS not resolving as well, when I am connected. I've changed to google dns to test if that helps. How can VM suggest just wait for 48 hours, before reporting it. Do I just have to wait for 48 hours with no internet to get a ticket raised?