Here is a speed test connected to my AC router that's one floor below me. I'm in my bedroom on my phone... I am paying for 18mb
http://img.photobucket.com/albums/v640/CLovaR1/Screenshot_2015-07-14-22-02-27_zpsl0kgfw6y.png
Here is my iPad from same location connected to their router that's in my basement, two floors below me.
http://img.photobucket.com/albums/v640/CLovaR1/20150714_220351_zpsejvkan6f.jpg
I ran several tests with roughly the same results. They will be here tomorrow from 8-12. If this isn't resolved when he leaves, I am cancelling right after.