Modem resets, packet loss, high ping

Hi @John_GS,

Thanks for the reply. I could indeed do with your help, maybe it will save me another long call.

TL;DR: Engineer says the patched up cable is at fault and a new drop cable needs to be installed from cabinet to the house. I'm at the end of my tether. Can you help without me having curse at the chat bot and wait for a support agent with a fringe case that is far outside of what their script allows them to deal with?

The long explanation and what has happened since my last post:
I had a WhatsApp support chat on Thursday. The agent confirmed that our modem disconnected 107 times in the last two weeks alone. He boosted the amplifier output, which actually helped a bit and made the connection more stable, but we were still seeing large ping spikes and lost packets, just less disconnects and ranging issues. He then said he'd book us an engineer in for Friday morning to replace our Hub and have a look at the amp.

On Friday, no engineer. I check my scheduled appointments, nothing is listed. I call the complaints hotline, pre-empted what followed with "I know this is not your fault, but I have to vent" and explained to the gentleman there all the issues over the last 3 months. He then promised to send me someone to do what the other support agent promised, with an appointment from 1pm to 6pm. That was on Friday. I am working from home full-time and re-arranged what meetings I had to Monday morning, with the exception of one meeting at 2pm. I mention that for a reason.

This morning, at at 11am, I see two missed calls. Turns out it was the engineer who wanted to drop by. I texted him and told him I was expecting him from 1pm, just had a meeting at 2pm, but was otherwise happy to welcome him whenever. The engineer was very confused because apparently the only note he had on the system was to check the street cabinet connected to us.

Of course he arrived at 2pm, just after my meeting started, and chatted with my partner, who knows where things are switched on and off, but not much more, and the engineer had no idea what he was supposed to do.

Once I'm done with the meeting I send the engineer a long text message and explain the situation. He actually turns around and we have a chat at the door. I explain the situation to him, he looks at the cable (which was, a couple months ago, ripped out of the ground and destroyed together with our fence when a stolen car crashed into our garden... seriously) and was then patched up by a VM engineer.

SO, finally:
He says we need a new drop cable from the cabinet to the house. Noise is probably introduced where the cable was patched together.

This is all I have now. Could you, pretty please with a cherry on top, point whoever needs to read this to get a new drop cable drawn from the cabinet to our house?