Telkom Tecnical support gives poor excuse!

We have been struggling with poor internet speed now for 2 years. We have done what Telkom suggest by going from a 1mbps to a 2mbps to a 4mbps and now to a 20mbps line. We have also gone from uncapped back to capped service as we where told this would resolve the problem. We checked our internet speed today and was shocked to see that on a capped 20mbps line we get 5.45mbps download speed and only 0.38mbps upload speed. This means that while I am away for work I cannot make a video or voice call with Skype or Facetime. The telkom technician called my wife and explained that that upload speed is perfectly normal. How can Telkom justify that. I am paying more and more for a service that I am getting less and less of.<br> <br> This is absolutely unexceptionable.