Poor Service

Have enquired an issue with my internet almost 3 weeks ago, added another enquiry a bit more than a week later and still no feedback. I've upgraded my ADSL from 8mb/s to 20mb/s, what a mistake, upload and download speed basically stayed the same and experiencing more down time on my internet, this is poor service, with 20mb/s line you are lucky if you reach 1.3mb/s download, unfortunately we don't have fibre yet in the neighbourhood. I want assistance with this down time issues and poor internet speed