Poor Service delivery and support stay away!

I requested a service upgrade on my line to faster speeds. I received confirmation that the upgrade has been approved and completed. I rebooted my equipment and I am still getting the same speeds. So I logged a ticket with support and escalations but one week and no one has responded. So month end Home Connect expects me to pay the new amount but can’t deliver the correct speeds. Is this a way to treat a loyal customer of 7 years.