MWEB deteriorating quality of service to customers

I have a contract for 60 down and 30 up. Sometimes the download speed is 13 to 15 and the up about the same. I also experience frequent dropping of the connection sometimes briefly but sometimes for many minutes. I work from home and this is badly impacting my performance. I have phoned their helpline which means a wait of over 15 minutes to speak to a technician and on two occasions the line dropped on their side. I was expecting the agent to call back but they did not so I needed to phone again and have the 15 to 20 minute wait. I also tried using their bot but got nowhere there either.