So i just had a visit from an engineer and it seems to be a utilization "issue"
engineer said that due to our area having a lot of users + Christmas everyone being at home ... the area was using a high amount of its bandwidth just not high enough for a ticket to be raised and it to be scaled up. so the fix in this scenario is to wait it out and after holidays levels should go back to normal.
And that is it. they are monitoring it but its easing off so nothing will be done 100% we just have to sit it out.
Now i can see why they did not inform anyone of this because telling people "its not bad enough to warrant a response, just would not sit well with customers so they went for "keep quiet this will all blow over".
keep this in mind when and if we receive a response from our complaints.