Afrihost's shocking service

For over two weeks my afrihost email has been down - an address I use for my business. After a long battle I got a message that it was as a result of the undersea cable fault. Since then they don't respond to my complaints. I don't buy their excuse: all the reports say that service is slower as a result of the fault and other service providers have transferred their connections to other carriers. Why can't afrihost do the same? And why do they ignore their customers just like Telkom used to do? Fibre is coming in a few weeks time and I cannot wait for a better service provider.