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Giganet connection down for nearly 7 days with no sign of movement, do I stick or switch?

We've been with Giganet for over a year now, for the first 11 months or so they had been nearly perfect, a couple of small issues with billing that was mostly because we used a promotional offer for 3 free months that they billed us for, but really minor stuff.

A month or so ago I'm pretty sure Eero rolled out a new firmware that meant our PPOE connection dropped, it was off for about 6 hours, I factory reset the eero and it would come back up, it was an issue a few people had (see this reddit post: ) since the line came back up without an engineer visit they just closed the ticket.

Over the following month it happened a few more times, but it would drop out for longer, 24 hours here and there. Frustrating but still livable.

On Friday of last week it dropped again, came back on Saturday afternoon and then disappeared completely on Sunday morning and hasn't come back up since.

Since I knew of the Eero issue - I was convinced it was tied to that - so eventually they agreed to swap it out for a Technicolour router (which took a day or so to get to me) sadly, this doesn't seem to have fixed it.

I've tried calling their technical support numerous times and they tell me they're "waiting for BT wholesale to give them access", its been escalated up the chain to some team leads but still doesn't appear to be going anywhere, I called every 2 hours today and the ticket didn't budge an inch. Their first line support people are lovely but they don't really seem to do much outside of the basic "have you reset it?" type debugging.

I've basically lost all faith in them at this point, so I want to see about switching the Zen since they generally review very well and have been doing this for a long time. A wrinkle in this is that we're going away tomorrow for 7 days, I need to ensure that the connection is working for when I get home so I can get back to my WFH job without delay.

So I'm not sure what to do, do I switch providers and risk Zen having the same issue? Or so I stay with them in the hope that maybe the issue will be fixed in a week of inaction from me?
 
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It's not clear from your description whether this is a router issue, an OpenReach issue or a giganet core network issue, and I think getting some clarity on this would help. I also accept this might not be easy.

I suggest switching when there is a no-sercive fault on your line is a little risky as if it's some OpenReach problem then you run the risk that the problem transfers and you don't know if it's down to Giganet incompetence or OpenReach giving giganet the runaround. If it's the latter the new ISP might also struggle. The suggestion to A&A is valid but I suggest it's better suited for reliability issues rather than complete no service outage.

Do giganet still acknowledge there is an outstanding fault? If they do you're going to be in line for compensation which might help pay for alternative connectivity via 4G/5G to keep you connected if that is an option.
 
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