Pour service.

I am having problems with my fibre. I was on the 10mbps,I kept on calling to lock a fault then they tell me nothing is wrong. I left it there and waited till i can upgrade. I went to the store and they said that I can upgrade so i filled in the form to upgrade to the 25mbps. After a week i went back because i heard nothing. After shouting at them they finally told me the upgrade wasn't done then they started doing it. Everything was fine for that day. The next day i realized the internet was freezing and since then my problem was worse. I finally got hold of a proper lady today to help me, she locked the fault and was very helpful. A few hours later someone called me from telkom and asked if she can assist me and i told her about the technician that will come out then she told me that if it is the router that is faulty i will have to pay over a R1000 for the call out and if it is the line then it is free. I told her i will not pay it because it is telkom's product that is faulty and it is under warranty, she then started to become arrogant with me and said it is in my contract and i then explained to her i don't have a contract i never received it,she then shouted at me and put the phone down in my ear. I can't stream movies with my fibre that keeps freezing and my girlfriend can't do her work on the laptop.