Still no progress with slow internet speeds and customer service

Hi, referring to my previous complaint on hellopeter (original reference number: MCL100611), it is now 11 days since you informed me that this case had been 'escalated' to management. I did receive a phone call from an agent in PMB after 4 days (comparing to the following from your website - ALL GENERAL QUERIES WILL BE ATTENDED TO WITHIN 48 HOURS OF REPORTING. ALL TECHNICAL QUERIES WILL BE ATTENDED TO WITHIN 72 HOURS OF REPORTING.) and he was going to open a docket with you so that he could investigate the problem further, but has not contacted us again so it is now 268 hours since the reply on Hellopeter and we are no closer to a solution. It is also 48 days since the initial query was opened. All this hassle while I am paying a higher rate for the same service than you offer to new customers, which seems to show you do not value loyal existing customers very well. Sorry, but your rating just dropped from 2 stars to 1 star only because zero stars is not an option.