****y service delivery

I don't know what the **** is this ISP problem. I pay my subscription in Full every month, I don't pay quarter or half my subscription. But when they must deliver a service witch I pay for it gets delivered half or not even half. I'm currently paying for a 60mbps subscription and I'm struggling to get even 1mbps. This has been going on for the past week and a half. I have sent multiple requests on the website for the past week, I eventually got a call about three days ago saying that I should switch off the device for an hour and a half, then switch it back on then the problem will be resolved but nothing has changed. I sent more requests and till this day I have not been contacted by anyone. I want to know how will rain reimburse me for my loss over the past week and a half that I had little to no connection? And when will my speeds be what I'm paying for? Im paying for 60 mbps download and upload speed so when will I get 60 mbps speeds? Or should I request a cancellation, like the other review I read and they just continue to bill the customer. I need this ****en **** sorted out or I will take this further.