Riddled with Packet Loss

I must say I have had such a poor experience interacting with this company. We first got our line setup around 2 years ago with Linteq at the Residence Estate in Parklands. I have to say it started off bad and just went downhill. From the technician having to come on 4 separate occasions just to setup our internet to them having to replace the fiber cable because the one tech guy pulled it out by mistake. After that our connection has been riddled with packet loss and just poor connection. I am a gamer and playing a game that has a Cape Town server and still getting 5000 packet loss on a wired ethernet 100MB line is absurd. I have reached out on multiple occasions to try and resolve this matter and have been told the same stories the whole time. When I use the fiber from a different provider at another location we barely get 10 Packets lost. I have enquired about the routing that they have as well as the fact that the line may be compromised when it was replaced by the tech guy. I would love for them to want to help and take care of their customers. There must be a reason that we are experiencing such bad packet loss and we would love for it to be resolved.