Cool Ideas service

I have a 50 Mbps upload/download speed account with Cool Ideas. I have informed Cool Ideas since January 2019 that my download speeds are nowhere near 50 Mbps and do drop to as low as 1 Mbps. To date, I am still battling with download speed. I requested Coolideas on 25 September 2019 via email that due to this, I would like to have my account terminated on 30 September 2019. I received an email response on 27 September 2019 from Samantha McGinn confirming that my account will be cancelled and my last day of services will be on the 31/10/2019. To my amazement, I have had no wifi since her email correspondence notwithstanding the fact that I have paid for this service in advance on 01 September 2019.