They blamed openreach for poor service then I switched provider at the end of my “contract” and it’s all sorted. Operators are rude and don’t know their own so T&C’s and therefore provide you with false, contradictory information. There’s clearly a lot of frustration as you can hear other operators shouting on calls (presumably at clients) in the background. Their email comms are also deceptive and misleading. They conveniently can’t find emails sent to them and as non-UK agents don’t seem to understand basic english phrases. Avoid if you don’t want to get fleeced or endure frustrating calls with long holds! I’ve since switched and my line is better and happily deal with friendly, UK-based agents.