Afrihost Disgusting Service

How is it possible for Afrihost to be voted the #1 ISP in SA when they have a score of 1.9 on Hellopeter. My Niece and Nephew live with their Mom in Observatory and their Grand Parents have arranged fibre for them. They selected Afrihost on my recommendation. Since the fibre was installed, they have not been able to access certain sites. This has been ongoing for 3 months. We have logged numerous tickets. We were eventually told that the issue was with Vumatel. Vumatel rep**** that they did not block any sites and when connecting my laptop directly to the ONT everything works. Afrihost have now conceded that the issue might be with the router. They now want to collect the router at their cost and test in their lab at their offices. If it is found not to be the router, they will be billed for the courier fees. During this time, my family will be without connectivity. When querying the non-service for the last 3 months I was told to take it up with accounts. I would dearly like to speak to someone who can actually make decisions and not read replies of a cheat sheet. Best of all is that I can connect to any site from my premises via Afrihost, but testing in Observatory yesterday, none of my regular sites worked. If it was up to me Afrihost would currently get a negative score. I am also going to be cancel my service once I have had a full calender year with them. Is there an Ombudsman one can go to?