No Service but debating account

The service we are getting from wirulink is extremely poor. We have app**** for a connection and paid for the installation. Only after that was it explained that that the standard equipment would not be sufficient and we have to have to take the more advanced equipment. After asking to give us a refund which they agreed to never took place. We then decided to go for the more expensive option which was then installed and we where told the connection is good. However with a ping speed of 136ms and a download speed of 0.7mbps and we app**** for a 5mbps connection they came out again and checked the installation but confirmed everything was fine we are still only getting below 1mbps. When they did the install for the second time they showed me a speed of close to 10mbps which remained like that for a few hours then back to below 1mbps. We have not used this connection for more than a few hours and are forced to use our the Telkom connection but are still being charged for the service. They came on Friday the 6th and said they would contact me Monday morning but nothing.