Sky Broadband, upgrading and work VPN

[JCat67]

I have 2 issues,

The first I changed from plusnet full fibre 150 to Skys about 3 months ago, to get a better deal, I recently I tried to upgrade to sky 300, (the app and first agent told me I was at the max speed!!! which I knew was rubbish!!!) it turns out that on their system our 150 upgrade is "pending" but all is fine! 

I have spoken to 4 further agents  from the technical team in Bulgaria each of which says its a system error and escalates the problem, each has said the previous has initiated the "wrong type of escallation!!!" the first 3 have promised call backs as they arent allowed to use my provided email!!!

None of them have called me back! The last has promised me a weekly text which so far he has done or an update sooner if their is any news. He can not tell me how long this is going to take their back office to fix the bug!! ??

Is this an acceptable level of customer service? This has been going on for about a month.

This leads me onto the 2nd part my partner has a company cisco vpn on his hp laptop which is up to date, the connection is unstable particularly using the vpn and  teams, if he turns the camera on the call drops. We use a tplink ax3000 router, i have set the dns in the router to 1.1.1.1 & 1.1.1.0, turned off age related restrictions on the app, unpnp is on. Anything else I can do? The laptop is connected via ethernet.

Thanks in advance

[JimM1]

@JCat67 What happens if you use the sky router?

[JCat67]

Thank you for your response I will give it a go and see. 

I may not have an answer until next week but will let you know.

Just as a side line because it's not relevant for the actual problem( due to ethernet connection for the work laptop) is I turn the WiFi off in the router and use a network of tp link omada access points to supply WiFi.