connectivity issues and still no reolution to my problem

I opened an account with VOX in April during lockdown and was assisted. No issues , however seems that everybody was put on the maximum speed-line and I had 3 users including myself using the WIFI without any hassle. As from 1 August , my line speed reverted back to the normal package I signed on for The problem is that when load shedding appears, the channel defaults and then my connectivity is bad and I get disconnected the whole time. Every time I need to contact VOX so they can put me on another channel with better frequency and less traffic? Since last week, the problems just got worse as my download speed that is supposed to be 10/2 Mbps dropped and now I average between 2 and 5 Mbps After the 6th call yesterday, the technician suggested that I switch over to a higher line speed package? Not sure whether this is a way to make more money?? I had no issues when I signed on, however the last week was extremely frustrating. I even mailed the person who assisted me at the beginning being Jonathan Carstens, and it is almost 24 hours and still no feedback on pricing or an alternative solution for my problem. The experience I had with Vox went from very good to chokingly poor. Can I have assistance?