They sell products that don't work

Dear Axxess

I would like to start by telling you that you are by far the worst company regarding custmer relations. I have upgraded my 10mb fibre line to a 20mb offering. Paymanet has been made and your lines team confirmed the line was regraded on Friday 19 July. It is now the 23rd and the lone is still 10mb. After emails and phone calls to your technical team I am informed there is a line fault that SADV needs to fix. Now my question is why did you not inform me of this fault when i asked for the upgrade and second, why did you take money from my account to give me a faulty product? The only reason you have business in my town is because you are the only supplier available. I await a response from you as its clear you have no idea how to trat your customers.