Poor service

We have moved into a rental house in December 2018 with an existing SADV contract, which we took over. We are not very happy with their service and think of changing service provider. We pay for a service and we don't get any. They don't help us with our queries and our VERY slow internet. We asked for a technician to be send out to have a look at the hardware, but no one ever pitch. Although their prices are very good, their service is very poor.