In another post, I made a mention about a person needed to check their line speed. Basically, quite a few times, I've had issues, and my ISP's Tech Support dropped my line speed while troubleshooting, and never put it back to the speed I was paying for.
After the first time this happened, I got an account on speedtest.net. Then, I do periodic tests of my line speed (3-4 times per month), and I'd have a record of them, like this (this is an older screen capture):
Tech support would lie, saying nothing was wrong, including my speed. I'd get them on a conference call with the CEO's office (people that worked for him/her), then get them to say nothing is wrong, then provide the link to the above. This proved the person was a liar.
"Stuff" like this is what prompted me to write the one program that sits in my tray and checks my connection:
8/22/2014 6:52:01 AM Tried (paragon-software.com, ip: 18.104.22.168); Successful?: False
8/22/2014 6:52:01 AM Tried (google-public-dns-a.google.com, ip: 22.214.171.124); Successful?: True
8/22/2014 6:52:01 AM Tried (google-public-dns-b.google.com, ip: 126.96.36.199); Successful?: True
8/22/2014 6:52:31 AM Tried (woodenflute.com, ip: 188.8.131.52); Successful?: True
8/22/2014 6:52:31 AM Tried (google-public-dns-a.google.com, ip: 184.108.40.206); Successful?: True
8/22/2014 6:52:31 AM Tried (google-public-dns-b.google.com, ip: 220.127.116.11); Successful?: True
In the above case, the first three entries tell me the connection (that is it up, not the speed) is OK, because the attempted checks to Google was AOK, so the issue is with the other site.
My point is, if you're having issues, use any tools at your disposal like speedtest.net, etc to backup your position, and don't back down. If you're paying for a service, then you are entitled, no it is your RIGHT to get what you're paying for.
Have a great day!