afrihost, bad after sales service

I have had constant unstable speed over the fibre that i am paying for from Afrihost. They past it one to Openserve to come test the line. Line was tested faulty and it was the faulty modem. I send email and tried to log fault. Response was and is that i send the router in for testing and they will test and send back. I asked what do i do at the meantime. Said that i have to wait till their warehouse and engineers come back with answer. Such poor excuse. I asked to speak to the CEO and was told he is not in. Who do i escalate this to. Dont SUPPORT afrihost as they give POOR after sales service. Samkelo, say that he cant replace router while the original is taken for repairs.