Afrihost not fixing our wifi problem

We have been without wifi for a number of weeks now. When I phoned and ask them to come and help me, they told me I had to look at the router, which is in the loft, where they put it. When I said it was in the loft I was told they could not help me unless I looked at the router. So I climbed the ladder and went to see, I was doing well and said there were no lights in. They wanted me to look higher so I climbed to the next step and the ladder slipped and I now have a broken heel and not allowed to put any weight on it for 12 weeks. If they decided to put it in the loft surely they should come and look at it themselfs instead of asking me to. This was over 2 weeks ago and we still have no wifi. I have no idea what to do now as when I phone I am just told they are looking into it. When my husband who is in hospital phoned they said someone must go into the loft and take a photo of the router. My son in law did this and sent a video of it to them. We still have no wifi and no response as to why.