Afrihost just can't host!

I am so frustrated with Afrihost. I signed up with them for fibre about six months ago and have had nothing but problems with their service and their technical support. Today is the last straw!!! I work from home and there is absolutely no internet connection. I called and their help line says that 'Due to the high volume of calls an agent is not available'. I have tried to escalate my complaints to a manager but this has not been possible. The help number is in Johannesburg so every time I call and hang on for ages then battle my way through expalaing the same issue to a different person I have to spend money on my call! I have had endless issue with them and when I requested that they cancel my contract due to their incompetence and the fact that I have a loooong string of mails to prove the issues, they said I would have to pay back the installation fee and router. It's not fair. If a competitor to the market wants to take on the big guys and they advertise that they have a good service to offer then then have to be able to offer the service at all levels. Help me someone please......