Slow internet and poor support services

Paying for 20mb download and uplaod speed... random slow nights... currently running at 1.5 mb download speed while upload still at >20mb per sec... how does that even happen. Also long story and ***** up from their side, but from placing my order it took more than 2 months to get my Fibre laid to the house and router set up...

Tried calling the alleged 24hr support centre... waited 40 min on hold for an operater and then the phone went dead on their side... extremely frustrating. Also every time I send an email I have to wait at least 3 days before receiving a reply