Spintel refuse to send technician to fix service

Hi, I'm using Spintel (On Telstra infra) for my ADSL2 and am having a problem with my service recently. For the past few weeks it has been awful. I'm usually happy enough with the 3-4mb line I get, even though I could reasonably expect more it does the job well enough - until now.

For the past three weeks I have had a terrible time. My web browsing and PSN downloads have dropped off the chart. I usually get good speeds with both but now I am finding web pages very slow to open (I've tried Open DNS and Google DNS) and I have had all my PSN connections gimped as well (example - 6000 minutes is the expected download time of a 1190mb update for Killzone on my Vita, Spelunky took 24 hours to download (215mb) on my PS3, same game took 20 hours to download (125mb) on my second Vita) Now what I find even stranger is that I am getting around 1000KB/S+ downloads on Steam and similar on torrents.

I have checked all ADSL settings, the PS3 is connected via Ethernet. I have just purchased a new Netcomm N600 modem/router today and still have the same issues across the board. Also this Telstra infrastructure is the only one in the area, I have no alternative.

I have called Spintel last week, the customer service rep asked me to perform tests and router reset etc, same results as before. Afterwards he told me I would get a call within 48 hours and a technician appointment would be made for me. Four days later I get a call from another customer service rep who tells me it is simply congestion and if I'm not willing to put up with it I should leave as they won't be sending out a technician to fix this. It's obviously not congestion, I have had congestion since day one but like I said previously, I have put up with it, this seems to be something different. Suggestions?