Rain - just plain bad service and no understanding of the issue

We have I think, because I cannot figure out from the sales department a 100+ up and 30meg down line with Rain. We have problems with the down speed. I have requested an upgrade to the down speed, but the agents keep on talking about downloads and do not understand what I want. Then I indicated that I need to upgrade the down speed. What did they do? Put me through to support. Honestly, useless - no understanding of the issue whatsoever. I am close to leaving.