Speed not constant as expected

I have currently just joined home connect, and have been facing issues with speed dropping and has not been constant. I have lodged 2 tickets and they were just closed with no calls or cummunication to try and see what may be the issue. I feel that this not fair for a customer who has issues. The 2nd ticket I waited 3 days loged on today and the ticket is closed. Please can we get this resolved