Shocking "technical support"

1. Noticed a problem on the 5th January 2021 that the latency/ping was spiked at 40ms when it was running at 4ms usually.

2. I restarted everything as instructed on the online ticket. Router, Fibre Box and my Personal Computer (bare in mind that my connection is wired).

3. I thought the problem would be fixed but it hasn't resolved today (7th January 2021)

4. I phoned in to Technical Support and spoke to Michelle explaining my problem. She said I need to restart everything and she looked for a problem on her side with the router. My line dropped (first frustration) MWEB never calls back.

5. Back in the queue for 10 minutes.

6. I then spoke to Alridge who went through the same trouble shooting as Michelle did.

7. He made me run various speed tests to the same results. He contacted Frogfoot (apparently) and looked for help saying it might be my router. He then reset the line again stating it would take 15 minutes to reboot so he dropped the line leaving me with an email address

8. He helped me with steps to bypass the router once the line was reset and I ran a speed test to the exact same problem!

9. I emailed the results; no reply!

I am at the point now where I will be contacting other ISP's because it is shocking that a resolution cannot be found by TECHNICAL SUPPORT.

My suggestion is that you send someone (Mweb and Frogfoot) to my property to come and sort out the problem in person. This online tickets and calls are utterly pathetic for certain problems and it is madness that "qualified people" cannot help me!