Poor and No Service

This is almost a month now trying to sort out my upgrade from 10mb to 20mb fibre line. The contract was upgraded to the 20mb but the line is still running on the 10mb speed meaning that the contract was upgraded but not the line. I have called 4 times and it looks like the people at the contact centre does not know what they're doing. I have now 2 reference numbers first one is Request ********** and the other one is ********** 1 and still