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When you downgrade, specifically tell the VM operator "I'm downgrading because the 20Mb service is terrible and doesn't work".
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Would love to know where this brain wave came from? Like the operator gives a hoot, they want to finish your call and get the next one.. They have no where to record such data other than the memo and no reports are run off that. Most already know some customers have speed isssues based on their comments on the intranet when they announced 50meg.
Only advice anyone can give is call and report it with recent speed test results at varyin times, also do a search on here for other threads.. There are only 20-30 a day unfortunately.
Remember on persons problem isnt necessarily yours