2 Hours waiting to helped by a consultant

I had a Telkom 2mg uncapped ADSL line, which was slow and very unreliable. I was advise to increase my speed to a 4mg line where my account will increased by R25 (which was a lie). Now with the 4mg line my WIFI is always unstable and my internet is slower than when I had 2mg line, with an extra R200 to my account . Consultant said he made some changes and I should have a faster line. This was not the case. Telkom deducts their full instalment each month out of a complete month my internet and WIFI works maybe 5-6 days without any issues.I have called several times but I cant always hold for 2 hours waiting to be assisted, no one in the stores can help. With a huge telecommunications network running the monopoly in SA why don't they have a system where a customer doesn't have to wait longer than 15 minutes to be assisted. Leaving your number for them to call you back is another 3 - 4 days waiting period. <br> Very disgruntled, promised a faster line with a small increment added to my account. Paying much more with even worst speed. Absolutely unacceptable.