Unable to resolve an issue regarding line regrade

I have been with the Afrihost ISP for almost 2 years now. I recently told them that I would like to upgrade my current ADSL service of 4mbps to 10mbps speed. They checked availability and told me that it was possible. I was informed that the upgrade would take as long as 48 hours. After 3 days nothing happened, I phoned in and was given mixed reports as to why this upgrade has still not taken place, I was then told that I need to wait a further 10 days and it would then be completed. 3 weeks later and still nothing, by the end of the 3rd week I was welcomed home with a now lowered speed at less than 1mpbs speed. I phoned again and told them what the issue was and it is still not resolved. It is getting to the point where I am considering cancelling my services and moving to another ISP. Below i have attached pictures of latency within a VOIP program called teamspeak, as well as my speedtest results, and Afrihost reporting that my line is meant to currently be at 4mbps. I am done waiting now andd this issue needs to be resolved straight away, the internet is basically unusable, so essentially I am paying for a service that I am not receiving. This is rather sad as Afrihost has for the better part been delivering service up to standard.