Poor Customer Service

We have been with Mweb since 2013. We have walked a long way with them first ADSL and now on Fibre. We moved over to a Fiber connection in August 2020. We have been upgraded twice from 50mb to 100mb and this year we have been upgraded to a 200mb line. We always used the router that Mweb provided us last year we had a problem with line speeds and were told that the standard Mweb router supports up to a 100mb line. With us being upgraded to a 200mb line on the 1st of July we decided to invest in a router capable of handling a 200mb line on the 10th of August. After installing the new router we did speedtests which only gave us on some tests not even the speed of a 100mb line. We contacted Mweb online Ref No: MWB***3 (where i attached screenshots of the poor line speeds) and we called them as well. The lady that eventually assisted us couldn't even get a line speed of a 100mb line. Another Query was logged Ref No: MWB***0 and our previous online query has been closed. We were told that they would contact Metrofibre and log a query as the problem seems to be on their side. It is 14 days later today and our query still shows as open, and to date we have not received any feedback from Mweb or Metrofibre regarding the problem. Last night (23/08) I requested feedback from them on the open query and it is like we are just being ignored. What is the use of paying for a 200mb line if we can't even utilize the full line speed? Will we be credited for the time that we were unable to utilize full line speed?