@mardor
Welcome to the forums!
I'm sorry you've been having problems with your service. I just had a quick look at your account to check what's happened and can see the connection has been dropping a large amount. Thankfully a fault was raised on the 17th. This was the Openreach engineer that came a few days ago, as they've put notes about replacing the NTE. Currently that fault is in awaiting appointment. I think it's best if we go down that route to be honest. I'll send the above ticket back if you want to reply with availability for a visit (they'll need access to the premises) and if you can view that and reply on here letting us know when's best I'll get it booked in for you with some specific notes.
To address some of the the other things; the email you received yesterday is for a support team survey and it notes on there that the ticket will be closed in 11 days time. All of tickets have a 14 day close time, this means if there are no updates or touches it will automatically close as if the issue is resolved. In this case until the fault is resolved it will remain open, apologies if that's caused any confusion.
Being told to change the wireless channels is unacceptable though, as it would have made absolutely no difference in your situation, especially as the connection is dropping so frequently and you already had a fault ticket open on your service. I'm sorry that happened, I'll feedback about that agent.
