No Support

Several people in our estate is experiencing the problem where the fibre connection is dropped for 2-3 minutes before it recovers - an event indicated by a loss of service on the ONT. This has been going on for months. Most tickets are ignored and when they finally respond they appear completely overwhelmed by the issue given their suggestions to resolve the problem. Adjusting channel settings on my *WI-FI* access point will not improve a loss of service indicator on the ONT. They eventually confirmed they want to swop out the ONT. Given that others have the same problem I just want to understand why they believe the problem is with the ONT and not upstream. I don't want to go down the road of randomly swapping out equipment without looking at the problem in detail. I've been promised a clarification on at least 5 occasions in the last 2 weeks, but all promises are simply broken. Ironic that a company in the communications industry is so bad with communication. Rather avoid and use another provider.