When will this get sorted?

I've been with BT for a number of years and had Broadband with them too. But I have never had a decent connection. I can't even watch YouTube because the connection is so poor. I've tried various things after getting in touch with BT and nothing ever changes. 
The last time I spoke to someone I was told my service would improve once the local exchange upgrades to fribre optics. That was supposed to happen over 6 months ago and still nothing has changed. What's the point of paying for Broadband when I'm obviously not getting what I pay for.
I find it difficult to make a call to BT with this problem because there is always communication problems between me and the operater and normally these conversations can go on for an hour or more. I'm willing to pay for an engineer to come out and have a look but I can't find on the website how to do that. I can't even find an email address to send this request. Which is why I'm on this forum.
I wonder if this will ever get sorted out.

 Download speedachieved during the test was - 221 Kbps
 For your connection, the acceptable range of speedsis 100-500 Kbps.
 Additional Information:
 Your DSL Connection Rate :544 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
 IP Profile for your line is - 350 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 7.4:22.14:70.46 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
Upload speed achieved during the test was - 339 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 448 Kbps

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