1 mbps download speed on 200 mb plan

SB6121 router rebooted and hardwired to my desktop yet speedtest shows .96 dl and 5.5 ul speeds. Philippines based support going is absolutely helpless. Two days ago, I spent over three hours with Philippines based support to activate SB8200 modem but couldn't make it to work and I'm pretty tech savvy person using internet since the days of 1200 baud modems. Any thoughts or suggestions?