Shocking Service, not what we expected!!

My husband cancelled Telkom, because of their poor service, and decided to take out a new contract with Igen.. To our suprise we are still getting the same service as Telkom. We pay R900 each month for internet but do not get the line speed what we're paying for, and sometimes not even half of the speed. For the past week our internet gave problems, and most of the time it's completely off.. We called numerous times, and we were told they opened a jobcad, but still no technician can help us, sorting out the problem.. Whats the use of paying R900 for a service, but you're not getting what you're pay for??