Disappointed with Accelerit

How is it that an ISP makes it your problem as paying customer if they are unable to render the service you are paying for?? I changed from my previous ISP to Accelerit due to poor service, seems I made a big mistake with Accelerit. More than a week now and I still have no internet??? Apparently it is the vault of the fibre line holder, Vumatel and I am in the middle. They paying customer???