Afrihost & Vumatel have POOR customer service

Over the last few months I've been experiencing incredibly slow fibre. The provider is Vumatel through Afrihost. What I am paying for is 250mb|1TB but my speeds have been less than 20% at any given time. Despite having 1 device connected when I test I get 2.5mb | 3.7mb.

When I tried to log a ticket I am told I need to connect my laptop directly using a LAN. When I tell them my laptop does not have a LAN port I am told to purchase an adapter. I am not a technician and shouldn't have to be dealing with testing devices. Without this, I cannot be assisted.

This is by far the worst experience I've ever had with a service provider who seems to do everything in their power not to provide a service I have paid for.