Payment for no product

We have been on a 4mb line with openweb for ages however the speeds were not enough to work from home. Since we have requested an upgrade to a 10mb line our speeds have been reaching approximate speeds of 0.76mb download and 0.48 mbps upload speeds which is ridiculous seeing that we have upgraded and the speeds are now slower than what it previously was and they have already deducted money for the upgrade and every time I try to ask for help I dont get proper assistance. They have done nothing to help with a customer who has been with them for years and this time around i will say I would never recommend them again and will ensure I move away now