Stuck in the middle - premium fibre account running at approx 50% speed

So,

Last year they installed fibre in our area and we could almost not wait to get back from holiday to give our new internet a spin at home. Connection was a breeze and we got online as quick as we anticipated that we would. Soon we started to notice that the account doesn't run close to the speeds that we are paying for, quite a hefty amount at that for our lifestyle.

We have tried multiple routes with Afrishost to resolve the issues that we have, but we have hit a brick wall, where Afrihost says the issue is with the actual line and the line provider saying that the issue is with Afrishost the ISP. Now I am stuck in the middle between companies that both just point fingers at each other, while I am paying for a service, which quite frankly I'm not getting at all. 10-11mbps on a 20mbps premium account isn't a reasonable speed drop, I would expect the line to run at least between 17-20 especially on a premium account.

Below I will break down the actions that we have taken to try and resolve our issue. - We have phoned the first time and got an activation link that brought us up from 4mbps to the average 10-11 we have now.

-We have since then phoned on multiple occasions trying to get resolution. We have a ticket (TTK - 782 - 52562) logged, where we have to phone to get feedback the whole time (also adding to personal cost in time and money).

-We sent through the trace route report that was asked for and phoned again to follow up. We were told that Afrishost will escalate with the line company.

-We spoke to the line company and confirmed that the line is running at 20/20 after they performed a signal test from their side, after a fault was logged.

-After speaking to Afrihost again today we are now where they are saying they can't help and the line company with the same tune.

Quick reference: Yes we use a LAN cable to test, yes we have reset our router and wall unit multiple times, no there is no other devices connected when we run the tests, yes we have sent the tracert details, yes we have spoken to the line company, yes we have tickets open, yes we have tried multiple speed test platforms including, but not limited to SAIX and speedtest.net. Yes we have tried running it on multiple devices individually, no, we haven't spoken to someone that has actually helped us yet.

Just for in case you want to ask us the same things, again, and we get the same answers.

Multiple phone calls, emails, Facebook chats, back-and-forth and we have reached an impasse.

What I would like out of the review is not to shoot holes in your name in a public space for the giggles. I would like to have my issue attended to as a paying customer. From which you are taking money and to deliver the service we are paying you for. Please escalate to someone that can help us.