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Cannot provide plan speed - Change of plan

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Level 1

I received an email from TPG to say they cannot provide my plan speed and that I had an option to change plans.  I have been trying to call or live chat since 20/02/2020 (yes, really!) and have not been able to receive a reply or get the plan reduced.  Since then I have paid for another 2 months at the higher price and so probably ~$100 out of pocket.  How do I get the plan changed & a refund for the service they cannot provide????  Or do I just suck it up and change the plan and live with being out of pocket???

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Level 4