From what you have told me, I can only gather that:
We are being put on the same merry-go-round as we were previously.
This reminds me of a quote by Albert Einstein:
"The definition of insanity is doing the same thing over and over again and expecting a different result."
How many times are we going to repeat this same diagnostic step before we conclude that we need to look elsewhere for the problem?
We apologise for the inconvenience. Your service is currently under investigation. We understand that how much your service mean to you. We'll pass this on and make follow up at the same time. Rest assured updates will be provided where is possible.
Our Technicians tried to call the mobile number ends with *136. I'd like to know if you have a different contact number that our Technicians can use to contact Benny also the best contact time and I will have them call you again today.
So, after the support call we received last week where my partner was given instructions to reset the modem software. As suspected, we have continued to get regular disconnects. 15 times since the 23rd Including 9 today.
As I write this, the modem has only just reconnected again at a much slower rate (10mbps), and the 'Downstream SNR (dB)' statistic is very unstable, going up and down, which is the same as I have seen in the past. This would suggest either a problem with our line or in the street cabinet.
I need this fault to be properly investigated and diagnosed.
Thanks for getting back to us. I'll escalate this case to our Engineering team for further investigation as we can detect a massive drop outs with your service.
They'll be in touch within 24 to 48 hours via SMS or call to provide an update.
Let us know if you need further assistance.