Unacceptable service

So now after the last review, I was contacted by Ms Tess to assist me, and we had to go through what she and I had gone through already, this is so frustrating, I already explained what the issue is and she sends me the terms and conditions of the package I am on , telling me that I am on a 30 Meg package and my speeds are above 30, yet I have made it abundantly clear to her that the speeds indicate 30 but the actual download is capped at 4. I even had sent her screenshots with all the details. Now I upgraded to the premium package to test and see where the issue may arise 1) as by the time of sending this review, it has been almost 24 hours and I am still on standard package 2) since yesterday I have not been able to connect to , I was contacted by Thabiso yesterday, all his troubleshooting did not help he promised to have a technician on site by **********21. I also for the second time requested Tess to call me. Tess has not called me until now, and I got an email saying the technician will come on **********1. this will be over 36 hours with no internet. I wonder what kind of service this is