Desperately low service

Requested an upgrade on my line speed two weeks ago and still not done. Calling the customer care line is a waste of time. I've waited for up to 35 minutes and eventually when answered, they assured me it will be done. I'm still waiting, 5 days later. Their whatsapp line is just as bad - they respond hours later, and every single time I've got to go through my entire request and history. They even want screen shots of my line tests and these have been sent, and they say they are investigating, but no feedback. I did not join this service by choice. The provider we were connected to got bought over or taken over and here we are, with exceptionally poor service!