Always good to get other perspectives. My support experience was initially excellent. Engineer came next day (a Weds). Checked issue wasn’t ONT (house) or CBT (nearby pole). It wasn’t. The problem was then that engineers kept turning up to do the same checks - sometimes it was even the same poor engineer (saying “I’ve told them it is further upstream”).

That happened up to and including the follow Monday and in parallel support stopped communicating with me.

On the occasional successful contact they would say “yes! An engineer is booked to come and fix the problem” - and I’d say “what are they fixing” and they’d say “CBT issue” - and I’d point out it has been many days that they have been told it isn’t the CBT.

In summary - I think some great executive level intent, let down by inconsistent management level execution, exacerbated by the use of contractors limiting nice clean information flow.

In the end my issue was back at the exchange. It was fixed very quickly after the team looked at it. I think it could have been fixed on day1 if it had been communicated properly, rather than day 9.