Horrible connection speeds!

We've been struggling with our internet for 2 days. I've called them multiple times throughout the day to give feedback. I'm still only getting 0.10-0.20 download and 0.00 Upload speed. Their response to me was that everything is fine on their side and the reason the connection is non existent is because all of a sudden my router is old. This is the worst ISP I've ever been with!