Double speed promise during lock down not working

Vumatel email for support, bounces back, I have no land line number to phone (not a 086) number it is restricted on my cellphone. *** I have a 20/20 fibre with Accelerit, it has temporarily upgraded to double that due to COVID-19 Lock down. However I am on average getting less than 20% of that, or only 60% of my original 20/20. I am not convinced that this is only a isp problem.