Bad internet connection

Since Sunday (24th) i've noticed that my internet was slow like a snail. I left for the whole of Sunday hoping that it will sort itself out comes the next day. But was wrong, so i decided to call into Telkom contactcenter yesterday evening to report it as it was still slow. i spoke to callcenter consultant,informed what the issue was. I literal broke it down for her. Fortunately i have more than one internet device to test with, same results. She had guts to ask me to reset the home router to factory settings. I told her i refuse to do that because i am going to loose the configuration on the router. She said no i won't loose the settings, i told her that's not true the moment i press the reset button it wipe the configuration settings. This shows you the level of incompetence at the callcenter level and they are not expose to how these devices worked. I ask her to raise case or log a ticket with their technical department to fix the issue. Clearly this was a general issue in my area as the pocket router works fine in a different area.She refuse to raise or log a case. I am very unhappy about this. FYI i tested the internet before i left home this morning it was back to normal. Please filter this through to your customer facing staff to stop acting stubborn when dealing with users/customers.