Poor connection and poor customer service

I have been having connectivity issues with Accelerit for days, in fact my neighbors who also use Accelerit have been complaining of same.

I have logged several calls to complain about this and the company seemingly is not keen about assisting. I was told to run a speed test on my phone then send them the screenshot. I did so, and the result was that the internet was running at 5mbps - my line is supposed to be 25mbps. I sent this to Accelerit to see whether they would then repair, they then told me to connect a laptop with a lan cable to the router. In my view, this is an attitude of not being interested in ensuring that customers get what they pay for. If i managed to find a laptop and a lan cable and was able to perform another speed test, I am sure Accelerit would tell me to then stand on the roof and measure the connection.

What will it take to just send technicians out to repair the connection, especially when the whole complex is complaining? How many more speed tests? I am starting to regret going for Accelerit.