Slow Internet No One Is Answering

I've been experiencing beyond slow connection, should be 10mbs but I only get 0.18mbs. My network provider cannot solve the problem and says it sits with my telkom adsl line. I've been on hold at the call centre for over an hour. I've tried the chat on the community page and no one is responding. I cannot currently do my work because of this, it is ridiculous that there is no way of contacting anyone, please help!