As per our conversation we're looking into this, many apologies for the inconvenience. I will let you know when we have any more information on this issue and will take ownership of the ticket personally.
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"Can I just say customer or not doesn't matter, as none customers don't make comment on the actual ADSL service provided. "
Being a customer does matter as it gives you a much clearer view of the service and how it works. If I was looking to use a company I would ask current / recent customers what they thought of it.