They're overselling their service and overloading capacity. I got the runaround from them for several months before they flat out told me that they weren't going to help me. I finally decided that my only relief would be to cancel service and find another option for an ISP. Get out now while/if you can.
Thank you for this update. Good news, I've just gotten authorization to have a tech try a different adjustment at your site. I've set up a new dispatch which will hopefully address your speed concerns. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Feb 7, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #109215363 if you need to reschedule. Please let us know how the site visit goes.
Your patience and understanding are much appreciated.