FIBER INTERNET Afrihost

For the last week I have had a very very bad experience with Afrihost. My Internet connection which is expensive and suppose to be super fast 10 mb Fiber is slower then my 4 mb ADSL. I get 0,02 mb average speed. Been speaking to peeps at the call center who have no idea what to answer, when I ask them what is going on with my line. Customer service says to me that he has no idea what to say to me. " it might be Octotel that has a fault" and says sorry but cant help me. I understand that problems arise, but telling sorry can't help you. So what am I paying for ??? !!! 2 weeks almost and been paying this internet that doesn't work.