Ridiculous service and internet speed

Poor service When making a direct payment into the supersonic bank account, it takes a while before you get an agent to assist to either load your voucher or send you the voucher code. But the main thing that makes me furious is the slow internet speed, as supersonic states "Elegantly simple, it’s high-speed Internet that just works." The speeds are ridiculous, I'm on a 20Mbps download and 10Mbps upload. But each time I do a speed test the pings are always between 30-50 and download speed are below 5Mbps. I would understand if there were alot of devices connected but it always either just my mobile phone or the android tv box. I've done the speed test via wifi and LAN but no difference. I'm just frustrated because you expect the stated "high-speed internet" for the money you pay.