Telkom: What are we actually paying for?

On the 26th of July I upgraded my line to a 10 mbps line. Off course I'm billed for this as you are really quick to take my money! But after NUMEROUS complaints my line has still NEVER reached 10 mbps. It is often only sitting at 2 or 3!!! Getting through to a call service agent is a complete nightmare, especially if you're calling from a cellphone like me, as you are charged to hang on for atleast 30 mins before someone answers! They then put you back on hold for sometimes 20 mins to check all your complaints logged!!!! This is not acceptable! Since Sunday I have had not Internet at all. And as usual after MANY calls still nothing has been done. All I am told is that a Tech will see to it! WHEN????? If any one from Telkom with the authority to do something about this sees this post PLEASE rectify my problem ASAP or I will be forced to use another service provider. I need this Internet connection for work & cannot be left hanging like this with your terrible service!!!!