I have the same issue.
My only option is to switch to a different provider and I might just do that.
when I first signed up the rep actually signed me up for much more expensive plan then what I first agreed to. he said I can change anytime just try it. I called few weeks later you can change only over the phone and now most of these plans are only available to new customers.
internet speed is not half of what is advertised.
I gave up on trying to fix this issue.
this business model has been working for them. They don't care.