Still not resolved

Second Complaint. Still not resolved. Our line has been downgraded to a 6Mbps line, whiles we are paying for a 10Mbps line. This has been done without our approval and without prior notification to us. I want to know how long our line has been running at a 6Mbps line, and will we be reimbursed for the difference and/or services not rendered? Account Number is STR279. Contact me on *** if you have a resolution. If I don`t here anything by tomorrow morning, another complaint will be logged.