Paying for Internet but have no Internet

I have phoned to report the slow-no Internet service and the answer is always \You are to far from the exchange therefore you have the trouble and the lag on the Ping. My Ping is 518 and should be under 20. Nothing can be done! But when I app**** for the Internet line nothing were mentioned about the distance from the exchange. <br> <br> I have send emails during 2014 and 2015 and have not received and feedback or answers on my emails. <br> <br> I do not know where to now