Slow internet & No answer when i phone

On Sunday 7 November my internet connection dropped and for 3 hours I could not use my internet. When I phoned to ask what is going on there was no answer. Today I have a average of 5 kb/s download speed and 420 ms ping. I have been trying to call for an hour now and no answer. This is no where near the first time i have had speed issues and bad connections using this ISP over the past few months and I am fed up with wasting my airtime phoning in to get no answer or solution. This service is priced over R500 a month and half the time its too slow to use for Youtube,online gaming and on days even to slow to use facebook or gmail. This needs to be fixed with in the next week or I will cancel this service and switch over to Telkom.