provide the service you expect to be paid for

After a year of having the greatest service and speeds im now sitting with a problem, i have logged numerous tickets nobody calls you back but they email, i got a router exchange yet no technician to set it up, my speeds drop to kbmps at night and streaming buffers constantly, i should be viewing at 1080p yet cant stream anything above 480p. you expect customers to pay for the service yet you dont provide the service that is being paid for, and skip 1 payment and it gets disconnected which should be fair, you dont provide the service and package customers shouldnt need to pay