my line does not meet the speeds i pay for

Good day, <br> <br> according to my knowledge the turnaround time for an issue is 9 working days, I have been trying to deal with Telkom to get my exchange line speed upgraded for about 14 days now when I phone the call center I wait hours on the line then the phone gets cut while speaking to a consultant from either sales or technical support, I need urgent help with my issue because according to one person I am far enough from the exchange and according to another I am too far and I don't get any feedback on what's happening, I just want my internet to be fixed and I don't have time to spend an hour on the line with someone who doesn't know what they are doing, <br> <br> I am paying for a 20 mbps line at mweb and Telkom caped me on 4mbps, and then when this guy who changed it try to change it back nothing happened and I still get my 4mbps, which is not what I pay for, and according to the coverage map I should be able to handle a 40mbps at my address, can someone please contact me and help this matter to be escalated and sorted out please my landline number in query is *** and ,my contact number is ***, I am just tired of waiting hours on the line <br> thank you