Afrihost service very poor

Reported a fault to Afrihost almost 2 weeks ago now, and my fault has still not been resolved. Initially the fault revolved around very high latency on their network, which entailed Afrihost having to get Telkom involved to resolve the issue. The initial escalation of the fault to Telkom was handled pretty well, but since then their service seems to be non existent. 2 separate Telkom engineers visited our home on 2 separate days, to try to diagnose the issue, both of them in my opinion actually didn't diagnose the fault correctly, even though I was advising them on where the fault may lie, as I have been in IT for 20 years, and am a network engineer myself. To cut a long story short the latency issue eventually got resolved, but in the process of Telkom trying to fix the issue they downgraded our connection from 10mbps, which we pay for to 4mbps. I have raised the issue with Afrihost, and it has now been almost over 1 week with no resolution, and no response to the email I have sent them, all I have get from support in their email is that they apologise and have contacted Telkom. I have even gone as far as threatening them to leave their service, and still no response.