Telkom is getting worse by the day.

I have upgraded from 10mbps Adsl line to a 20mbps line. From the upgrade my line speeds are slower then when I was on the 10mbps line. I only get 2 to 8 mbps. Also I am still waiting for my new router, every time I phone in I am told that there system is offline or they will call me back. This is bad how can a upgrade make your line speed slower then before. Why do I have to phone around to get them to deliver my router.