Internet Account -No one knows what they are doing

Internet has been down from 21/08/15, Wait for over an hour before call gets answered, eventually when agent answers I get transferred from Technical to Sales to Accounts to Retentions to Cancellations etc back and forth trying to explain to 20 different consultants the problem which takes another hour if I'm lucky the call does not drop. Tired of asking agents to escalate as they don't know what they doing in the first instance.<br> <br> Simple request to downgrade line speed and process refund (ref numbers ***A, ***7) as my area/the exchange doesn't allow for faster speed. This has been going on since June 2015 and no one can sort the problem out.<br> <br> Extremely frustrated and still no resolution.