I've had many situations like you. On the phone, tech support tells you that your internet connection seems perfect even though on your end it's complete crap. Eventually tech support sent over a technician and they messed around with the modem/router,main internet cable,etc and they eventually fixed it. ( Don't really know what they did ) That's my experience. If you want, try to upgrade your internet package and if that still doesn't fix it then you should ask for a technician.