I seriously dont get it

I have lost count of the amount of tickets logged to get this line sorted out. Number in question ***. Supposed to be getting 20Mbps... but being throttled to 4Mbps. I don't understand the difficulty in getting this fixed. If you cant fix it then leave it on 4Mbps, and then you can also credit me 80% of the monthly subscription seeing as I am only getting 20% of what I am currently paying for