We have had an issue on our line for some time now but we can't seem to get the helpdesk to acknowledge it. It seems since we get a sync and can connect to the internet they don't feel it is an issue.

What has happened is back in June we had our connection upgraded to VDSL and initially it was great. 43mb/s down and 7 up. low pings and browsing was fast/responsive.

This was fine for about 3-4 weeks until a thunderstorm. Our neighbour's house was struck by lightning, it completely fried their line and they were without phone/internet for a few days until Chorus was able to repair it. At the same time our internet was knocked out but a reboot of the router later and it was back up and running. But at a much slower connection speed 16 down and 2 up. Latency also now seems to be an issue with web-browsing noticeably slowed down, it seems the initial DNS lookup takes a bit longer than it used to. We have also noticed some issues with the voice calling as well. There is a pause when we pick up the phone to dial before the dial tone is there, and sometimes it sounds a bit garbled.

I have lodged a couple of tickets with support but since the internet and phone are working they seem to think there is no issue and close the ticket. It seems that since the speed test results reflect the sync speed of the line they consider the internet working as it should. Completely ignoring the fact that before the lightning strike it was more than twice as fast.

Is it possible to get the line repaired to the state it was in before or are we stuck with a damaged line since it isn't damaged enough?