Afrihost or Frogfoot... whos the true unprofessional company here

Dismal service. Customer for 10+ years. Use services for multiple clients. Have had a client down with Frogfoot fibre since 24 March 2024. Multiple emails to Afrihost support for updates but always "we awaiting feedback". After easter weekend Frogfoot response to afrihost... "replace LAN cable and check router" (router already swapped out). Another billable trip to client for it not to be router or LAN cable. Emailed at 12:30pm.... no response still at 11pm! Client is now 9 days without connectivity. Are you going to reimburse client???