Afrihost your service is lacking and soon your customers will be aswell

I am loyal customer of Afrihost - but lately the service is not up to scratch, firstly over the last three to six months I have requested Afrihost via ticket system to get my ont modem replaced which is over 9 1/2 years old and i still wait. My last straw was the response i received from the accounts department, when i requested a credit for 4 days of no fibre due to an Openserve problem, Could someone maybe explain how you can still charge for a service when you don't supply anything! For a long standing client i received a heartless response stating " Afrihost does not give credits".