Hi @RachelM,
Welcome to the community!
I was able to locate your account using your community details and seen that the escalated fault was closed as your connection stability and speed improved after a field technician appointment at the moment your service has been connected for 7h 26m. One of our Engineers tried to call you yesterday, unfortunately no avail.
If you wish to speak with one of our Engineers to discuss details about the escalated ticket; Let me know your best contact number and preferred time and I'll have them call you again.
In case you need a reference: How to send a PM.
Regards,
