Telkom Support Hangs Up In My Ear

I have had bad internet speeds since the new year. I phoned in this morning asking for a port reset. The lady from the call centre did the reset and the issue was not resolved. She then explained that if the speed is more than 6Mbps it's fine according to Telkom even though I am paying for 10Mbps,. I then asked her why the ping is so slow and she said that Telkom doesn't deal with ping and when I told her that I deal with the ping and so should Telkom, she hung up on me. I then phoned back and spoke to Michelle Matthews, which was very helpfull. I have asked her that I require the previous lady's details so I can take the matter further, she gave me her supervisor's name as Nomsa and said that Nomsa would come back to me regarding the lady hanging up. We then got gut off again! I need action to be taken about the lady that hung up in the first place and I an not letting it go untill someone gives me feedback and also resolve the problematic linespeed.