Power line conflicting advice

First time ever posted on a forum, so bear with me.  Not at all tech savvy
Cant find any similar posts so I apologise if answered elsewhere in this forum.
I have a HH4, but speed is always dropping out, have a smart TV connected wirelessly and an X box using a Power Line adapter. Sometimes works great - 7+mb other times maybe <0.5mb. and cant use xbox or stream netflix etc never seems stable. Just been told by BT 'help' that there are issues but not btwn exchange and router but router and appliance.  They say that Power Line should not be used and that they dont advise use of one.......i find this very unlikely especially as there own advice on the www is to use one .....and they actually have them for sale......
any one advise if they are telling porkies so can be in a position of strength when I next have a chat
chz

if your conenction is having problems then can you run btspeedtester and when first test completes then run diagnostic test and post results   
btspeedtester
can you enter your phone number and post results  remember to delete phone number first https://www.btwholesale.com/includes/adsl/main.html
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