all I can think of is to test one of your devices elsewhere to see if the connection there is good and downloads/uploads are OK.
But other than that I think you know the answer, you will have to talk to them some time.
Any errors or problems reported at their web site? ISPs sometimes offer updates on issues.
I've been having serious problems with Earthlink DSL for about the last month or so. Modem syncs at 5+Mbps/.5Mbps but transfer rates are horrid! I'm barely able to even run Speed Test (.35Mbps/.52Mbps). I've tried Earthlinks modem directly into the PC (as well as a MacBook Pro) no difference. Two different brands of Gateways, no difference. Roku/Netflix/Hulu/Amazon Prime is impossible ( Pandora is OK) DSL was running fine for ~ 2yrs. prior to the present situation. I'd call their support line but it takes forever to actually talk to someone (they always ask the same scripted Questions "Reboot/Line filters/take modem off of high powered radio transmitter/etc." Earthlink leases AT&T lines here, but the DSL connection itself does not seem to be the problem. Maybe an overloaded Mux at the CO?
What next ???
Located in Tulsa, OK