Shortcut connections losing internet and 2 days now without internet

I have phoned in logging a complaint of a third connection made on our box. We have one for the house and one for the flat. No one has come and sort this short cut out that octotel did for neighbours house not using hos box infront of his house but using our one thats close to the wall making it easier for them to install since that day our internet is slower losing connection and internet off alot of times and cant connect to our phones or laptops so when will this connection be taken out from our fibre box and be installed where it must be really jus5 have problems after problems since been with Octotel.