Cell c inable to provide standard quality services

It has been 4 days now that our internet contract with cell c has been performing poorly, with poorly I mean poorly at 0.2/mbs, so I called customer care and they acknowledged there was a issue with the network but failed to provide any possible resolving time. Further more I have informed the agent that the account was in my fathers name when she said for the query to be escalated I would need to answer some security questions. After I told her I would not be able to answer these questions the response was whether there was anything else she could assist me with, now the point to this review would be that this is a service that is being paid for and yet it has not been resolved as now the internet is completely down and not usable, should this not be escalated in general to get fixed or does cell c just not care about the service standard they offer to customers.