Getting 1.03kb/s while paying for 40Mbps fibre - Thanks Telkom

I have a 40Mbps fibre line with Telkom, but since Saturday we have experienced less than 1Mbps. Speed test result shows 38.56Mbps while at the same time I am doing an update on a program (pdf24) which shows that the update is downloading at 1.03kb/s (have print screen to prove it). When we phone to log the fault, the technician says they are aware of the problem and that they have been instructed to email the problem to the manager - NOT LOG A FAULT. A manger will be informed, that's it. No reference for the call, nothing. When i insist in getting a fault log reference, technician SISANDA MGWEKAZI, gets irritated and informs me that by logging a fault an additional R1 000.00 will be added onto my account because a technician has to come out. How is it possible that I pay for a service, don't get the service, complain about it, technician gets irritated and I have to pay an additional R1 000.00 for them to fix something I am already paying for. Worst internet service provider ever. Will be moving to different service provider by the end of the day.