Very slow internet speed for 5 days and going

On 09 February my internet connection was very slow only 9mb/s (I subscribe to a 250mb/s line). I reported this, telephonically. The call center agent said I will be notified about the problem and outcome. However I had to phone i again to enquire, the phone cut off before I received feedback .I send several emails to enquiry about the problem, but only got the automated response.