My complaint to the ISP was not speed related.

The complaint was that the modem just stopped working altogether in both wireless and wired mode - i.e. I would loose all Internet connectivity 2-3 times per week - and the only way to rectify that was to do a hard reset of the modem, which would work for a few days and freeze up again. This continued even after we reset the modem to factory defaults.

The ISP team connected to the modem, did some tests, and ascertained I needed a new modem.