Good but not Best. Review on Hathway Broadband

I was an old customer of Act Fiber(earlier beam) and because of slow speed issue I started using Hathway. It's just 3 days now I am using Hathway. Though it will be too early to write a review, but it's my very honest review with my real experience.

I have paid the amount for 50 GB - 50 Mbps speed. Now below are the pros and cons

Pros

1) Customer care is responsive. I can easily connect to customer care. Service is also good and of course fast.

2) When you connect through direct cable(NOT through router) I get~50 Mbps speed

3) They provide a free modem and router. Router is of D-Link.

Cons

1) I got 50 Mbps speed with direct cable only for first 2-3 days. Now it's~25 Mbps. And it's worst when using their freely provided router. If you are lucky enough you will get < 20 Mbps. Else it's as bad as 5 Mbps speed. This is one of the worst experience with Hathway.

2) Another worst part is it's upload speed. With 50 Mbps speed they provide up to 5 Mbps upload speed which is very less. When I spoke them they say upload speed is <5 Mbps. I was shocked they didn't disclose it before.

3) If you raise a ticket, they would be available soon, however you or someone should be available at home. But if you postpone for next day as per your convenient they will close the ticket without fixing the issue.

I have attached speedtest screenshot.

Edit 07th June, 2016

Now the service became pathetic. I am getting low speed, keep calling the customer care, they simple raise the request and close it.

The worst part is there is no escalation team. As I have taken for 3 months, so I have no other option except using the slow speed. They are also not ready to refund my money and disconnect the connection.

Now looking for better service provider after the service period is over.