Unshaped account is BIT LIMITED???? to 10Mbs

On the first line of the adverti*****t on the website of the company, in the product sheet, over the telephone, everywhere, the service is advertised as UNSHAPED, and that it will reach my line speed (40Mbs) like their other services (see FatPipe). Then when I get this product, I don't get speed over 10Mbs. <br> <br> I call their support center (which gave me VERY good service up to now, and no long waiting times), I explain the problem. After being escalated to technical side, no-one can understand that my brand new service (so I couldn't have reached a \fair use"limit)"