The screen capture shows you're on a weak 4G LTE connection (2 bars). That speed is well within the range of Visibles typical 4G download speed and idle latency; Ookla's download and upload latency will vary greatly depending on current network conditions including current load on the OOkla server your connecting to and other factors outside of Visible's control. What's more important is the quality of the connection in that regard. No packet loss suggests it's not due to congestion. Quite frankly, I'd be happy with those results. I've got 4-5 bars 4G LTE but the quality is so poor I max out around 12 Mbps. When I venture out, I get a higer quality 4G LTE signal with fewer bars that maxed out most recently around 76 Mbps. When I'm lucky enought to be in a 5G signal area, the experience is also well withing the typical Broadband Facts.
Try installing a network monitor app such as CellMapper which will give you some quality metric - in particular look at LTE Reference Signal Received Quality and Signal Strength. When taken together those affect your experience more than bars alone.
As long as Visible meets the published FCC Broadband Facts for 4G they aren't going to do much other than give you the response you've already received. If that were a 5G or 5GUW signal it'd be a differrent story. If you're in a 5G area and not getting 5G, you need to bring that to their attention.
Just my 2 cents.
