Hi @Jharvey, thanks for your post.
We're sincerely sorry to hear that you were so upset by our adviser. We've listened to the call and will ensure to feedback internally where appropriate.
We've run several diagnostics on the line which aren't detecting a problem and given your comments re: the kids gaming wirelessly we can be fairly sure that it's a wireless problem.
With regards the problem - Coming from a gaming background myself I can't stress enough how gaming (unlike streaming that can buffer ahead or browsing that can load bits at a time) needs a constant connection so it can transfer small packets of data forward and back updating the game/server as to what actions you're doing.
A wireless signal can be interfered with by a huge number of things and certainly isn't ideal for gaming. I'd always suggest a wired connection over Ethernet cable for a solid constant connection and if a trailing Ethernet cable isn't ideal we'd recommend to look into power line adapters as they use a houses electric wiring to transfer a much more solid signal.
With regards the call to your mobile, we're not showing any calls like this noted on your account, which we'd certainly expect to see in this instance. Did you perchance note down the telephone number that called you?
