[ALL] Shaw tech support: troubleshooting less than optimal transmission

So I swapped our Aris modem with another from one of the Shaw locations after a recommendation by Shaw level 1 support. Both 5G and 2.4G have a noticeable degradation in speed with 2.4G having an extreme hit. The results were the same after the swap. I changed splitters (provided recently by Shaw) and checked all cables which were all replaced a couple of years ago by the Shaw tech. Living in a high-rise apartment that's "become" a Telus building, I would not be surprised if there was some "tweaking" done by Telus or an inexperienced Shaw technician who may have lowered the signal into the building. The main reason for my posting the question is the moron at Shaw tech support with his thick accent wasn't really understanding me, but was being very annoying causing me to be quite frustrated. All he wanted to do was to make an appointment with a tech,. But due to scheduling and other issues, it's difficult to set up a time. How sophisticated is Shaw's equipment at their call centre to determine if the signals coming from their trunk line to the complex are "green" or optimal? I know Shaw support can see lights representing different colors within one's home or apartment unit, but can they see more or is can that only be done at Level 2 support? Ideally, I'd want a Shaw tech to come into our apartment basement and check all the levels. From experience, this seems to fix most of the issues we've ever had with Shaw.