Mosselbay - Herotel Poor

Herotel fibre speed is always way below the speed for what you should get. I mean you pay for what you should get isn't it??? The response of the support team is very very slow. They take forever to reply. Even when someone is their to assist...he/she are taking forever to reply on a question or solve the problem. My fibre speed is 50/50 and are always on 20mb/s or even lower at times. What is wrong with Herotel!!! They always have a ip problem. The one guy Jean-Pierre response was so slow and he is super short with whatever is going on. He mentioned the following was the issue....Network Outages External SOU EAST_FOM WEST_FOM - Please note that we observing packet loss and we have engaged with IP and core to investigate