Disappointed

I've been with this ISP for about 3 years and have had satisfactory service for the most part. Recently it's gone to sh#t. The speed drops to below 1mbs and at times is non existent, without any notification from there side. My wife works from home sometimes and in almost all the times she does there has been problems. To make matters worse, it has dropped to below 1mbs again when we need it more than ever, during the lockdown. I called them to find out what the reason is and all the person on the other side of the line could tell me is "I don't know what to tell you" when I asked why they did not inform their clients that they can't keep up with the influx of people working from home. Very disappointing, considering that if they had been upfront, we could have made a plan to get a backup. Needless to say, I have now had enough. How do take on more than you can handle at the expense of loyal clients and not even have the decency to inform them that they will be without this service they are paying for?