Follow up on forum message

Hello, 

I'm reaching out to get some help. I've been having these issues for several months and can't come to a resolution. I am part of a bulk program with my apartment home. I signed up to upgrade my monthly service from the basic 800mbps to 1200mbps. As of May 2026 I noticed my Internet service significantly slow down. When I reached out I was met with no solution. I then started to notice that my monthly WiFi summary emails show that I'm receiving 800mbps the basic plan. It was at that point that I stopped paying the upgrade billing amount. I have now received multiple emails to pay my past due balance. But without resolution as to why my service is still basic 800mbps I don't feel that I should continue to pay for a service I am not receiving. I would also like to have my account reviewed in it's entirety to determine if I ever received the upgraded Internet speed of 1200 mbps.