Snail pace fibre speed and no communication

I have two issues: 1. Fibre Speed - I tried to upgrade my fibre speed from 40mbps to 200mbps on a month to month which I did through Mynet. It was supposed to be effective from 1 August but have not had more than 24mbps and for the past 2 weeks and for the past 4 days it’s been 0.4mbps. I cannot get through to Telkom to log a fault, have tried on their app and spent ages on the phone . 2. No record of my chance to 200mbps appears on my Telkom online profile. I was sent a router which I wasn’t supposed to get as it was a ‘month to month upgrade’ When I queried it with Mynet Zoe told me that it was just something that Telkom gives you. It seems very fishy as why would I get a router if I’m not on contract. There is no paperwork to show what has been app**** for and I have told them that the speed hasn’t improved but was told to phone *** which I have tried to do on numerous occasions and just keep holding for ages. I need answers from Telkom otherwise this service needs to be cancelled so I can find another provider.