Poor fibre service

The fibre service received from Hollywood Connect is very poor. They are lucky to even get a one star rating. Their customer service response rate is good , BUT fibre service that we pay for is extremely poor. They DO NOT offer TRUE fibre. Fibre speeds fluctuate through the day from below 10mbps to over 100mbps . I am paying for 100mbps line. The line dropped and we had no service of up to 50hrs. It happened now for more than 4 occasions, and they still charge the full monthly service. They blame the infrastructure