BE Broadband

I have, until now not had any reason to complain about Be... I have been a loyal customer now I have a problem, they seem completely unwilling/able to support me. My connection has slowed from the not exactly lightning speed of 6Mbps to ~ 0.8Mbps. Initially they were unwilling to support me as I wasn't using their modem, upon going back to their box the issue they say was with my router persisted, now all they say is everything is fine and they want to charge for an engineer visit! To make matters worse they seem to be completely unwilling to apologize!