Hello Suzanne,
Thanks for posting and welcome to the community! I'm sorry to hear of your experience. I do see everything documented by our tech support team when you were escalated to advance support. There was a scheduled call back for you and our techs have tried to reach you 3 times since the beginning of the month. The 1st, the 6th, and the 9th. Messages were left with a call back number and pin. Is there something that came up within that time period? We can always re-escalate your case, however we would need a new set of speed tests for our engineers. Hope to hear from you soon.
Thank you,
Chris