Can Not Upgrade Line

As a business we need constant and reliable internet and Telkom can not provide. Currently we have a 4 meg line and want to upgrade as our work load is just to much for our current line, another business 3 blocks from us got a 20 meg line thus there should not be any problem of upgrading. Technicians tested our line and the line can handle 17 meg but as soon as you call Telkom they can not upgrade the line as the capacity on their side only shows 4 meg...... It is obvious that there is no communication between the departments to update their systems. Frustrated as there is no one that can action anything !!!