From bad to worse!

I've been an Afrihost client for well over 5 years now. I have a fixed wireless RAIN package with them. From the start I did not get speeds over 4bm/s. I complained about that and although when they sold me the package and said I will get LTE speeds, I never did. I complained a few times as my bandwidth just got worse and worse. It got to a point where it was 0.2mb/s. So I tried to rectify and did multiple tests and possible solutions offered by Afrihost and still nothing. In the end they actually admitted that the RAIN network has been drastically deteriorating and that was why there aren't no solution. My concern is that as a valued customer, why didn't they tell me this previously. Why did I have to go through many hoops and many mails and conversations to try and rectify a problem that wasn't fixable? I'm very disappointed in them and now it looks like they won't even give me some kind of refund for services I paid for and did not get. From a company where I sometimes pay more for a service because I'm loyal, this is actually unacceptable.