I "suspect" there is binary monitoring taking place... The Techs previously are ADSL specialists. The "bottom line" from what they are telling me (And what I "found late last night" after posting this tread "may" be someting called "bufferbloat"?? I'm using a Draytek Vigor 2710n Modem Router, but It's a VERY complex device. Most settings are default, yet I've activated QOS (thinking it would help. Don't know I plan to contact DRaytek support for their suggestions. The engineer is Telstra VERY HIGH level IE In Australia not the Philippines (over their heads).
You're right the ticket has been escalating slowly through the system since 2014. I suspect "I'm the "squeaky wheel" wher most consumer just say Frigging Telstra sux and do nothing about complaining. The tech yesterdat also mentioned this. If nobody complains then Telstra don't know of a problem