Vox complete lack of service for many weeks

I upgraded my service from 10 mbps to 20 mbps. My wif-fi speed test shows I ONLY receive 10 mbps. My internet keeps buffering. I have sent countless complaints over 2 weeks to the help desk, all with the reference number VOX***0. ALL of them were ignored. There is not the slightest indication that Vox is responding. I was told that they did not ask Frogfoot to upgrade my connection to 20 mbps.