After speaking to CS numerous times over the last few days and they have said they will not send a tech out unless the lights on the modem are showing a fault.
I spent 45 mins on the phone today with the tech support guy explaining everything and what I had checked hardware/software wise etc. Even he agreed that the fault was not on my side but because at the time of his tests there was no packet loss showing he would not send a tech out unless i agreed to pay a charge if the fault did not happed while the tech was there.
so after 10 years of being a telewest/blueyonder customer I cancelled my services with them today and will be moving over to
http://www.bulldogbroadband.com/