Im sorry to say that in my experience a lack of help is nothing new with UKFSN, I migrated my service after a ticket about instability and erratic speeds went unanswered for several weeks, despite me updating it with additional details several times, I finally gave up and called Enta directly and found they knew nothing about the problem and nothing had been passed on by Jason.
At that point I decided that my best interests were served by moving away, luckily this coincided with talktalk unbundling my exchange so I moved to Vivaciti and found a small increase in the speed from my rather poor quality line on ADSL2+.
Any ISP that thinks that selling my click traffic is acceptable is MisinPHORMed
Surfwise LLU - Finally free of the BTw crawl, but not of BT's speculative invoicing (AKA SFI charges)
SWPM a BT Group investment "Not Spot"