Beware of Axxess "Free Upgrades"

Beware of Axxess "Free Upgrades". When I was on fibre 20/2 speed with 200GB capped package. I had no problems for years. Now, that you given me a "free upgrade", my internet is slower than ADSL. How long does it take you to log an internal fault. Hopeless service on tickets 63g880amab and 3d2jghke7k