Yes, your slow speeds are a technical issue -- however, it's very likely that the slow speeds you are experiencing coincide with several things, such as internet traffic, prime time traffic on your beam, local congestion, the number of devices connected to your wifi, the number of users on your wifi, and so many more.
The techs can check whether the equipment is working as it should -- did they do that when you talked to them on the phone?
You can also see if your equipment is working by going to the system control center (http://192.168.0.1/#!/home/status) and checking that you see all green checkmarks, and that the number next to State Code is 0.0.0. If that's the case, then your equipment is working as it should, and the issues you are experiencing likely come from congestion, traffic, devices, software, hardware, and others.
The system control center can give you a lot of information about what may be going on -- for example, let's say a family of 4 all have their devices connected, and they're all streaming. The data coming into the house would be split 4 ways and would slow everyone down. Let's say other people who also have the service in the area are also on at the same time, around dinner time, for example .This will also split the data that goes to the whole group and slow everyone down. Can this be solved? Not really. It can be managed, but it does require some sacrifices, such as not streaming so much, for example.
