Poor Service - No response

After being a happy Telkom customer for decades I switched to Neotel with promises of lower cost and fast internet speeds. My initial response was good but has deteriorated over the past few months that my 5 voice lines and 3 routers has become useless. Download speeds from .05Mbs to .11Mbs - I posted a complaint on their TalkToUs service - 3 days NO RESPONSE - Is it because their own internet speed is so slow we may get a response only when my next account is due for payment in 30 days.