Lack of delivery from Webafrica

Firstly, 5 weeks ago, we called support for poor internet speed on our fibre line, we have been experiencing pings of 1-3 seconds, download speeds of around 1Mbps and Upload speeds of around 1Mbps on a 20/2 line, for which we are being charged. The first tech agent we spoke to, did some troubleshooting, and after no avail, said that he will need to report it to Vumatel. We then called 3 days later, as nothing was happening, and a ticket was finally logged. From there, they did no follow up on our issue. We called numerous times during this period and with no resolution. We have even spoken to supervisors, and still no solution after 5 weeks.