Afrihost and openserve worst internet provider

I had the worst experience with Afrihost and openserve. I have not been able to connect to the Fibre since last week Wednesday and the team has been extremely uncooperative. Apparently the line was recycled and openserve was going to fix the error. I have called and followed up on numerous occasions and each time the consultants say that they are escalating the issue. I have had no feedback since then that the issue is being resolved. Why am I paying for services I have not received? Why am I the one following up with the service provider? I am extremely frustrated and disappointed.