Signed up for the 1 gig plan. Not able to get even...

Signed up for the 1 gig plan. Not able to get even the 80% min that is required even after technician help. Getting 700 max. Called customer service and they won't let me downgrade to 500mbps without paying $120 cancellation fee even though I had the service for only 2 weeks so far. Terrible customer service who doesn't put the customer first and makes up stupid 'rules' and 'policies' that don't make sense.