Unable to deliver service

I have just upgraded (28/12/2018) my 4 Meg ADSL line to a 10 Meg ADSL line.

Download speed on the 4 Meg line ran between 0.5 Meg to 2.1 Meg. Download speed on the 10 Meg line now runs between 0.5 Meg to 1.5 Meg

Logged a call on 4/01/2019 and have received the old "****** cables' story - strange because my line was still active although nowhere near 10 Megs. I have made numerous calls to follow up on the issue and have had this escalated - still no action. On the 18/01/2019 I called again to follow -up and was told that the call had been resolved and closed - this was surprising considering that my 10 Meg line still managed a download speed between 0.5 and 1.5 Meg. The call center agent made notes on my request. I called again today, 22/01/2019, and was told I cannot escalate this issue because it was only logged on the 18/01/2019.

To add insult to injury, Telkom has erroneously charged me a R900 penalty for upgrading from the 4 Meg line to a 10 Meg line - this cannot be correct as I never revived any new hardware with the upgrade nor was i informed of any penalty when upgrading.

I must add that the call center staff have been friendly and helpful and have done all they can do within the limited confines of the Telkom machine - it is not their fault that they are the face of an inept back-office and technical team.

Come on Telkom - the issues raised above represent the common experience in respect of Telkom - you can do better.