Useless internet provider

I use iptv. My friend and I have the same package from the same iptv service provider. I have Herotel and he has another internet provider. My one keeps freezing and buffering while his is smooth. So where is the problem??? I have taken it up with them several times. But nothing!!! No help no improvement. Keeps on telling me we will contact you. But nothing. Still waiting for a call from weeks ago. Tonight I was told the same. So stay away. Really poor!!!