Afrihost taking weeks to resolve query and restore internet

Terrible service. My parents is trying to sort their internet out for the past month, which was working perfectly fine until last month, the router has a red light. They are paying for a service that they are not getting. They logged a service request weeks ago and constantly being told they must purchase a new router or its not afrihost, but frogfoot's lights are on and they checked no issues on their side, afrihost isn't willing to send anyone out, but Afrihost keeps suggesting to my parents to purchase a new router from them. I'm pretty sure the router is not working properly, it seems to have reset, but it is just excuses they must purchase a new router and test if that fixes the problem. who has money to waste on purchasing a new router just to test if it resolves the issue Afrihost, you supp**** the router! sort your nonsense out please. You have not evens sent someone out yet to fault find the issue, and this ticket to send someone out was logged weeks ago also already. You said you will send someone out weeks ago. Based on all the reviews here, this company is not someone anyone should do business with. Gian has lost his touch and his company is in the trenches.