Never had an issue myself with support they always answer straight away. So what's with that dig at the gamers then? We are all mere mortals no matter what we use eg FTTC/ADSL/ADSL2 etc or those that game. We all go though the same support network too, so that's a pointless and unneeded dig at other users and a moot point really.
I understand people like being left in the loop but also sending updates with nothing new is also time consuming and there are those who would call that pointless. It's hard to find a balance I guess, but if I hear nothing I know there is no answer yet. IDNet when I last spoke to them talk to either their suppliers (not all at are BTw) or if they have to talk to BTw, which was a while back was India, so no its nothing to do with openreach as far as I know. Banging on about a company trying to keep a post war copper network running that was only ever designed for voice traffic is a bit pointless, it is what it until fibre replaces all the copper of varying sizes and grades and the useless Aluminium.
Even after you remove the wiring from the equation you still have the issues of ECI cabs being worse than Huawei ones, I mean Huawei have got G.inp and now will get the new 3db profiles this year if you have a stable line which is really sweating that copper, but ECI cabs get none of that, so roughly 35% of the network runs slower with more faults as ECI cabs appear to be less reliable and the ECI cabs cant at this time be upgraded to the new standards yet pay the same. Openreach didn't decide on cabs, that was BTw I believe. There is so much going on and to go wrong, sometimes you just have to be patient I find.