I just need help Refreshing my network. Telkom just wont fix the problem

Telkom are *******! they take your payments and never provide customer care, 4 days of phoning technical, sales and a manager and still no help, no one can help us, im wasting so much airtime and personal time just to have my ISP refresh my network as it is running Fibre at 0.312Kb/s instead of its normal 10.00MB/s. this is so wrong and is frustrating me so much. this is not fair since all my payments have been made on time in the 2 years we have been with Telkom! they are all smiles and great service until you sign the dotted line. THEY ARE *****ING FROM THE CUSTOMER!