Hi Gmjay, thank you for your post.
We're sorry to hear about the problems you're having and the poor experience you've had 😔
I can see you've spoken to the team since you posted. Are you any further forward with this?
If not, please follow the advice provided by legacy1 in the first instance.
When setting up a Broadband Quality Monitor, you'll need to create and share a live graph as that will allow ourselves and other community members who wish to help to see your connection quality in real time.
It'll then need to run for at least 24 hours before any results can be seen to work from.
Regards,
Daniel