Latency issues but not getting help

Since joining 2 weeks ago, i have been having latency issues since day 1. The line speed is correct. The sales department gave excellent service but the technical side...oh hell its either wait long or i get passed on unto the next person. Then its do this and that. And each person asks me the same questions. The 1 is stating i need to download programs ect. Hell even the 1 person said my pc needed to be formatted and reload windows which i done but didn't fix anything.So much for high reviews for customer service...