Paying for 10mbps and suddenly getting 2mbps

I have been with and without connectivity for almost 2 months now, Telkom keeps sending SMS' to say that the fault has been resolved but it has not. I have anywhere between 30-100% packet loss, incredibly high pings (50-450) and the line drops every now and then. I have had a 10mbps connection which admittedly slower than it should be (6-8mbps) I have been happy with it for over 4 years. Suddenly I have a 2mbps connection (as reported on router/speedtest) and Telkom still says that the fault has been resolved despite being slower and still having the previously mentioned problems. I have escalated this fault for the 3rd time this morning. Once again, pathetic.