Afrihost - swift to Frogfoot - not working

Afrihost has always been a GREAT ISP and I have been with them for many years. Unfortunately their offering of switching between Openserve and Frogfoot is SERIOUSLY disappointing - I made the switch - Frogfoot came within 2 days did the installation - very efficiently - however if I link to the router Afrihost provided - no connection - connecting directly to the ONT gives me great speeds - Afrihost support unfortunately - after 1 1/2 hrs on the WhatsApp line is simply unable to fix the problem - so I am back on OPENSERVE and may need to cancel the Frogfoot fibre if Afrihost is incapable of sorting out their issues.