there are a lot of factors that will affect the internet speeds.. have you just tried running one computer directly to the modem and run a speed test from there?
the wait times are quite ridiculous right now.. if given the callback option, i would highly suggest for you to take it or even try to get in touch with someone through the
online chat
generally early morning is the shortest wait.. anywhere from 30-60 minutes.. but if you try calling in later in the day.. you'll be waiting at least +3 hours to be able to talk to a representative