Problem with upload speed

I have been having a bit of a problem for the past week or so.  I am on the preferred tier and my download speed, according to speedtest.com, is about 13mbps which seems about normal.  However when I get to the upload speed part of the test it just sits on 0.00 until it times out.  I also find that I can watch internet video pretty well but I can not play an online game or do anything that requires much input on my end.

I tried to call tech support but i got a message saying they were experiencing high call volume and then it hung up on me :(