TELKOM- Messing it up!!! 20mbps contracted but getting .2mpbs

I have a Telkom 20mbps uncapped fiber service. Couple of weeks back I started facing speed issues. When I did a speed testing it was returning in the range of .3mbps. I logged a fault on their app. One of the agents closed the call without even enquiring with me. Post this I had to call the call centre to log a call. Subsequent to this the call was referred to the infrastructure provider which in this case is Vumatel. The technician attended to it and did their checks. All clear from Vumatel's perspective. It was referred back to Telkom. After more than a weeks' follow up I was told that my IP was not mapped correctly between Telkom and Vumatel. What the hell!!! I dont understand this. Anyways, now I am at a stage where I am told by the contact centre that my case has been escalated to IT helpdesk and a technician has been assigned. OK!!! But there is no indication as to when and how this person is supposed to fix this issue. The response the person behind the phone gives me is "there is no prescribed time for them to come back". So, it can take a month or a year???? This is ridiculous. Connectivity is such a basic requirement in today's world with work from home and online schooling that you just can't falter. My question to Telkom is that how after so many years did they suddenly ended up messing my "so called mapping". This is complete bull****. The inefficiency with which they operate is highly visible. There is total lack of accountability and apathy to customers concerns.