Afrihost worst support ISP

My fibre internet connection has been down for more then a week. I have called and logged multiple tickets with the worst support contact centre I have ever encountered. The only answer I get is that the issue is logged with Vuma but when I follow up, they can't find the ticket on their system, like ***!! How can this issue not be escalated. I am a paying customer and Afrihost is very quick to debit on the day but when I need support it takes forever. I work from home and because of Afrihost I can not perform my day to day functions. This needs to be resolved urgently!!!!!!