Worst experience from SA's ISP monopoly

I have received the worst service from Telkom.

Following all the correct channels to do something simple like regrading my telkom line for increased internet speed, what happened there after caused many frustrations.

Being in the IT field for almost 2 decades, you might say I have good understanding how the telecommunication infrastructure work. I moved to a new home in close proximity to the Telkom exchange and relocated my Telkom line. When the OpenServe tech installed the line, he did tests and confirmed that I would be able to get a 20Mbps line. I also looked on OpenServe's Map and also calculated the SNR and Attenuation should I go up from a 8Mbps line to 20Mbps. So I logged a call with Telkom to regrade my line.

When doing follow-ups on the progress, the call centers took forever to answer. When I was lucky enough to speak to someone, they couldn't hear me speaking to them or calls where dropped. A week later I received a single SMS from Telkom stating:"Distance too far from exchange for 20Mbps regrade. Telkom". - No disrespect, but this is utter BS.

I am forced to use Telkom for they have the Monopoly for fixed lines. I cannot find anyone senior enough to look into this problem and need help or at least clarify their statement. Distance to the exchange IS NOT the issue here.

Regards Dawie