Paying for 500/200 Fiber Line and only getting 109/0!!

We had a ticket logged with Vumatel under Ticket ***. This morning we received an email stating that our fibre issue has been resolved. However, after running a speed test on the Vumatel website (vumatel.co.za), the results show that the issue has not been resolved. We are paying for a 500 Mbps download / 200 Mbps upload line, but we are currently only receiving 109 Mbps download and 0 Mbps upload. This is now week 2 that we have been struggling to get this fibre issue resolved.