Hi Natasha24,
Thank you for your comment. I'm sorry that you've also been experiencing broadband trouble and have struggled to speak with us.
It doesn't look like there's any need for a private conversation for now, as the issues you're reporting seem to be down to an area issue. There is currently an SNR fault raised on the local network under reference F008757909. This was logged today and has an estimated fix date of 25th January. I appreciate that you've been experiencing this issue for some weeks now, it's possible that the SNR levels were out of spec before but have only just breached certain thresholds to flag it with our network team.
In completing further investigations, I can also see that there does appear to be some congestion on the upstream channels in your area. I've gone ahead and escalated this to our network team as well so they can take a look. They may be able to add capacity to the local network, but they will need to take a closer look before any decisions can be made.
This isn't something that can be addressed by an individual engineer visit to your property or any other action within your account, so there would be no value to clearing account security as I have done with the above user.
Thanks,
Rachael