Telkom selling *****ulent products

My parents got themselves Telkom, Openserve 40mbs line, While i was visiting I saw that their internet kept glitching, like its not connecting. When they tried watching streaming and even on their connected cellphones while on the fiber. I ran a speedtest and it did say 40mb/s but here is the catch, with a 70% packet loss. I phoned Telkom's fiber technical department and told the lady all the details. She said that on the 40mbs line there is a lot of packet loss and I tried to explain further that it is not exceptable. She then just put the phone down in my ear. Phoned a second time and spoke to another lady and soon as i mentioned packet loss she put the phone down in my ear. Phoned a third time and the lady played dumb stating that this is the first that she has ever heard of packet loss. After asking for her manager, she put me on hold and came back later and stated that the manager said that a 70% packet loss is normal and that I should contact Openserve and gave me their number. But I didnt buy this from Openserve, I bought this from Telkom. I asked then for a reference number and she said she couldnt give me one and when I enquired why she told me she has to put in a escalation to the technical department. So asked her todo so and she flat out told me that she will not. When I asked then to speak to her manager, she also told me that the manager is gonna say the same and she will not put me through. What a ******* place Telkom has become, selling products that are subpar. On the advert it (which my parents still have), it says reliable and stable connection. Now for those who dont know, 70 packet loss is not stable. That means 70% of the data isnt coming through, although it shows 40mbs speed. Which in lamens means that due to the loss my parents are actually paying for 12mbs speed if u use time vs speed. And when I asked for her name so I could report this she wouldnt give me this.