Disappointing Service

I am currently paying for a 200MB DL/UL and have not been getting anywhere near 100 when running speedtest on both wired and wireless. In the past day, I have spent over an hour and a half on the phone [using my minutes] speaking to 3 different agents and getting nowhere really. I have been patient with all 3 agents and have explained that I am in a technical role and understand all networking communication but get a lot of sarcastic comments and feedback from them and my issue is still not resolved.

I work from home and require the best optimized network speed. My last conversation with the agent was that he had logged a ticket for an engineer to come out and investigate the router and configuration, but I did not receive a reference to the ticket, nor did I receive an email confirming this. He also advised me that I needed to ask if there was a cost involved. Why should I pay for an additional cost when it is a problem with my ISP and their hardware?

Lastly, the engineer hid my 5GHz SSID because it was problematic. I now only have the 2GHz SSID available to share in my household. Evotel emailed their double up promotion for the next 3 months, which ideally means I need to be increased to 400 DL/UL.

My expectation is that I get max speed on my wired and as close as possible to max speed on my 5GHz line ( i keep getting told that because it is wireless, I wont get good speeds, which is not true as I have been getting between 150-180 on wireless DL and UL).

I will give Vox one last chance to resolve this immediately at their own cost before I consider moving to another ISP after close to a 3 year relationship with Vox as a good server paying client.