Account in arrears

On the 21/03/2016 i helped my parents to setup a afrihost mobile data account. Because of the service i received from afrihost. I suggested the mobile data package to them as the service they currently using is to expensive. On the 23/03/2016 the payment was debit from the account with a prorate balance. On the 01/04/2016 the service was active as i helped remotely to setup the router. Two days later the router was off again. On the 19/04/2016 my sister helped them to just to see the account was unpaid. she phoned the help line but they don't know what is going on with the account. This is after i told them what a great product this is and i never had problems with the service of Afrihost