Hopeless

These guys debit me for a 30MB line even before I have received the service. So I do want my 30MB line but for some reason I keep staying on a 10MB line. I have been on call waiting for them to answer for more than 30 min and still no answer. They gave me instructions on what to do to conduct a speedtest, I have to then send them pics. So I have been doing this but it still isnt working. But as soon as I send them the problem they still only ask for a speedtest! As soon as I plug the ethernet from ONT into my pc it says no internet. They also cannot phone and help. So how do you debit me for a service I have not received yet aswell. If they were just as quick to fix problems as they irregularily deduct money they would be world class.