Not sorting out my faulty line

My ISP logged a fault with vumatel Slow speed ISP-172665,there technicians came out and tested my line and they told me my line has a problem cause it’s not patched probably and needs vumatel support group to sort it out, now vumatel has turned around and said it’s my ISP. Please sort your **** out cause my line is faulty and vumatel needs to sort it out.you guys are worse than telkom with sorting your faults out and services