Bad service from support

I upgraded from a 250/250 package to a 1000/500 package on 2 October 2025, i have logged a ticket regarding not getting anywhere near the speeds i am supposed to get, yesterday i got send a email requesting that i connect my laptop directly to the ONU and do 3 speedtests and then send them the pictures, witch i have done yesterday morning already, till now i still have not received a reply to the tests and even on the ONU my speeds are not correct 500mbps upload, but only 250mbps download