Afrihost- No onsite technician available

Good evening

My router is faulty. Afrihost try to fix the problem over a WhatsApp but every time they want to me to follow the same process every time I log a message. If they send out a technician the first time I send a message. I will have access to the internet a week ago. I try there proses 8 time now and the problem stay the same. Please help to sort out the problem I have to get access to the internet.