Slow speeds way lower than what I am paying for!

I have been having issues with my internet for 2 weeks now. I contact support and they tell me to run MTR tests. I run them and I also do speed tests and then I get told Octotel is having issues then nothing gets done! I have been paying for a 100MBPs line and I am only get 20MBPs speeds. Why is nothing being done to sort the issue out with Octotel? Surely it can't take 2 WEEKS to sort out an issue? I am very disappointed as I have been with Cool Ideas for a long time now but they their support has actually been disappointing lately. Please get someone to sort this problem out ASAP as I am honestly ready to just move to a different ISP that can actually sort things out with the fibre provider and not just sit back and accept things for 2 WEEKS!!! I work from home and can no longer sit with terrible speeds like this!