I'm sure this can be sorted! Post a link to the BQM (needs to be generated using the "share" option). You may want to check the BQM is tracking your current IP address. Next, connect to the hub by clicking on this link http://192.168.0.1/ That should pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
Will be sending in a complaint through the form and contacting CISAS with all relevant information as this isn't the first time this has happened and many of your engineers (it took 3 last time) don't understand what they are doing unfortunately.
I'm very sorry to hear this, I appreciate this is frustrating and we apologise for any inconvenience caused.
What did the engineer advise in regard to this?
Have you raised a formal complaint with us? If not, please let us know and we'll get this raised. If we're unable to resolve the matter to your satisfaction, you'll be able to escalate to a third party.