Shocking poor service

I am paying a 50 Mbs down and upload package but this rarely happens. A week ago they emailed me with a promised me that as from today I would be upgraded to a 100 Mbs up and downloaded package. This was clearly a joke because my current tests show a download speed of 1.23 Mbs and upload of 6.24 Mbs. These guys live in a dream world that does not exist.