Not acknowledging my fault at first than on hold for over 12 minutes

I am experiencing problems with my Fibre Line. Network speed is extremely slow cannot get past 1Mbps.

I am at present on a call with your contact center where the agent has placed me on hold for 12 minutes without coming back to me. When she answered I explained to her what is my problem. She asks me after I have stated my problem what is my problem.

She than said please hold and yes on hold for 12 minutes with no feedback. Still holding on hoping to get a response... Which I rather doubt after I told her I just explained to you my fault.