Hi, we are now on week 6 of the out come of a disconnected router problem we had for a few nights up until then we had no issues and a 65 to 70 meg download, but after that it's been a pain and a heck of a reduction in speed, we are now on a 50 meg and after 2 bt engineer visits 1st one your agent's booked was wrong came out for a phone issue, second one was broadband boost and a ex work colleague of mine, who went though my line with a fine tooth comb and said it's not my line that's the issue it's perfect it's a new build with new cable's from my house to the cabinet and not showing anything that would be a problem, so today one of your second line team rang me and looked at my router to only find its firmware was out of date, I asked why didn't it automatically update as it should to be then told that's not always the case and this could have been the issue of my previous cut outs, leading to where I am now, and he updated it and said that's it see how it goes, so I decided to look at the router's settings just to see what's going on and when I came across the interleaving and its on 1550 down hence that's where my speed has gone to, so my question is why if my line is perfect no problems at all is my fibre being interleaved to this extent it very high and would answer why I've lost nearly 30 meg and why evening times gaming is a nightmare as I'm getting kicked off or just having a very clunky experience on game play.
So if this indeed was a firmware issue that put my service in this state how do we get this matter resolved, does the BT Dlm correct itself and if so when or is this a issue that needs a reset by BT to be resolved , whatever it takes how do we get it done please.
Its really not my fault if your equipment is at fault and fails to update and then to leave a customer in a position of a poor service experience due to your equipment .
Please contact me with some response to where do we go from here to sort this out please .
Many thanks