50 Mbps Download / 250 Mbps Upload

I tried to upgrade my monthly fiber subscription from 50/50 Mbps to 250/250 Mbps. The following day, after the provisioning was complete, my speeds were 50/250 Mbps. I was then given the following cut-and-paste support responses:

"If it shows 250 Mbps, it is 250 Mbps." "It's a line fault." "It's Metro Fibre's problem to fix." "It's your router." However, as anyone with basic IT knowledge would understand, it cannot be a line or router issue if I am getting full upload speed. However, in order to check all the boxes, I performed all the tests requested, no matter how stupid they seemed.

I then started getting calls from Metro Fibre directly. I thought Afrihost was the middleman? So then I was getting contacted almost every three hours by both companies. Irene, the technician for Metro Fibre, immediately understood and agreed that it cannot be a line fault. Tests were done to remove my router from the equation.

I then received another call from Metro Fibre head office. They understood what I was saying too: There cannot be a fibre line issue if you have perfect ping and no jitter, get 250 Mbps upload speed, and the download is still exactly the same as your previous package 50Mbps. They said the problem is with my service provider Afrihost. I have now been handed back to Afrihost, which requested a screenshot of my speed test - so they can send to Metro Fibre.

Irene suggested that I downgrade back to 50 Mbps, which can only happen at the end of July. Then, I can reorder the 250 Mbps and pray that it works this time.

I'm hoping that this review will finally reach a person who can help, despite asking to escalate my ticket and fix the problem without requiring me to leave work and open for a technician to tell me its not a line issue.