Afrihost take 10 days to send fibre provider ticket to connect our internet

Our fibre internet connection was down for 10 days. On the first day, I called their help line and they said it was an area issue. On the 4th day, they said that they would log a fault and that I must wait 72 hours before following up. On day 8 and 9, I called and they kept saying that there has been no response from the Fibre provider. Then on day 10 after calling them twice, each time requesting them to follow up with the fibre provider, the fibre provider eventually called me and sorted the issue out over the phone. It was a simple matter of changing settings on his side. When I asked why it took so long to call us back, he said that he only received the ticket from Afrihost on day 10. I am severely unhappy with this process and feel that Afrihost should have done more on day one, this could have been resolved much sooner.