Poor service and even poorer product delivery

I had a 10MB | 10MB package from cool ideas. Worked great. Suddenly was slow, so I upped the package to the 100MB | 100MB. PAID. I have had this previously and its been amazing. On confirmation this was active I did a speedtest again. Results 1.84MB|1.77MB. I logged a support query with Cool ideas 2019.04.18 and attached the speedtest. A reply was sent explaining various issues it could be and I was requested to to do a speedtest. I stated this was frustrating as I had already provided a screen shot of the speed test. I provided another. Response received was to plug fibre directly into laptop instead of router to test line - this didn't work. I responded with photo of laptop plugged in and not getting any connection. I then plugged back into router and did a speedtest with the laptop directly next to the router. much improved but still 15% efficiency. I have not received response to that support query with all photos and screen shot. I logged another support query asking for feedback 2019.04.25. Still no response. Not even a we are looking into this.