line speed not right!

firstly vumatel we appreciate the fibre in our neighborhood, quick and neat installation was done, i ordered a 200/200mbps line with axxess but decided since day of installation wanted the 1000/100, the switch was done on the 25th of march, i have logged numerous calls to my isp because i do not get the speeds i am paying for, i have sent them all the speed test everyday, even plugged in straight into your ont(worst speed test there if im lucky i get 20mbps down and up) yesterday they logged a fault for me by you, this morning i got an sms saying its resolved?? but still plugged into ont on your vuma handover speedtest site i get 20mbps, when i plug the router back i get atleast 485mbps, but my upload remains 200mbps, my isp keeps saying the problem lies with you and that the ont shouldn't give 20mbps when straight plugged in and its not correctly set. can i please ask for an answer where the problem is, i cant pay for half the speeds requested. i sent a pm on your vuma fibre vaal facebook page but clearly they do not respond. i believe that i should atleast get 800mbps even on a bad day or am i wrong? feedback would be much appreciated thanks.