TERRIBLE SERVICE LEVEL - UPGRADE NOT DONE CORRECTLY

I requested that my fiber line be upgraded from a 10 Meg line to a 20/20 Meg line. I received an email and sms from them and Supersonic confirming that this had been done however our internet was still very slow. I then called last week to query this as after I did a speed test with a Supersonic consultant by the name of Phumi/Mphumi, we discovered that our speed was way below 20 mbps.. Our upload speed especially was sitting at 0.11 mbps and has been lingering around there since. As of today our download speed is sitting at 5.12 mbps and download 0.11 mbps. I then called again twice to follow up as I was told it should only take about 8-10 hours to resolve this issue but to date there has been no resolution. Up until today, there has still been no resolution or follow call to atleast le me know what's happening. Supersonic and Vumatel, your service level is actually shocking. My experience with you in the last 2 months has left such a bitter taste in my mouth.