Slow internet speeds

I have been using Afrihost before Fibre even existed. Clients were never asked to troubleshoot and fix the internet problems themselves. My Fibre line has been running slow recently. No matter how many devices are connected 1 or 3 or 6, the internet is still slow. I spoke to the Afrihost over WhatsApp chats for the past 3 days everyday and each time getting a different person. They all suggest I connect my Laptop via LAN to the router. Now luckily I did a little bit of IT at school so I know these things. Unfortunately my Laptop doesn't not have a LAN port so I cannot do what they are asking of me. They all said Unfortunately they can not help me because I am "required " to connect the Laptop to the router so they can have the correct speed readings as WIFI can give out false Readings. So my question here is. Are all Afrihost clients ts required to have an IT background so they can troubleshoot themselves? Are they all required to have a LAN cable and Laptop before they sign up with them ? Or does this go with all ISPs ? Are Elders going to be able to understand and do all these things that they keep asking their clients to do ? Another question is ....whether or not I can connect to the router, can't this issue be fixed from their end ?cause getting speeds doesn't necessarily mean we are fixing the problem. They still need to attend to the issue. What's next ? Will I be asked If I have a ladder long enough to reach the Fibre box outside by the street ? Do I also have to have my own tools and safety kit to be AFRIHOST'S client ? This is a serious inconvenience considering I am working from home. Netflix is buffering even when the TV is the only device that's connected to the router. I need help and I do not know what to do.