My Internet

I have now called three times and have not heard back from anyone but one person who i could not hear due to phone issues which appeared to be on your end. I was told i would receive a call back and two hours later i still have not hear anything back. What i was looking to find out is why I have been having connectivity issues very frequently. Also i opted to pay an extra $5 for faster internet and when i tested the speed with and without the upgrade it is the same speed. Just looking to know my options.