Bad service

My downloads are 6.67 upload is 0.00 but I'm suppose to have 50/50 I have requested a new device because i signed a new contract but the moving team told me to bring my old device to the new property now its old and faulty ,i have spoken to the moving team to request for a new device but nobody is coming back to me. My name is JOHN MITCHELL/ID ***/CELL *** REF from tech 907506 I'm struggling and nobody is helping me.