Connection=Excellent Download Speed=POOR!!

Been watching buffering circles on my TV every few minutes for several hours; on hold for support now 45 minutes and counting. . .  Connection reads "excellent"; Download speed=POOR.  How do I get help???  Have I told so many people in my community how happy I've been that my tower can't handle the new accounts?  Seriously, why would my download speed be so sluggish, and what can I do about it?  Please note:  Connection IS excellent, so I do not need an extender.  And I have now been on hold for an hour.  Shall I just quite T-Mo Internet and go back to Verizon?