Afrihost poor service

Anyone using Afrihost experiencing ******* service?. When sending a WA it says instant reply and having done this 3 -4 x they take forever to get back. I waited up to 6 hours once for an instant reply. At the moment I am now on hour 2 and counting... They no longer offer the live chat plus you have to request a call back which can take hours. I was wondering if anyone has any suggestions that cut out open serve. No internet at moment and when Afrihost finally called back were clueless and I don't think will get involved in fixing it so my questions is why should I deal with them? Why pay them for a service