BAD SERVICE

On Monday 11th July I reported a fault with my router. I obviously followed up asking when this will be resolved and was told 24-48 hrs. It is now day 3 and all I been hearing the ticket was logged by afrihost to vuma but they has not responded and still busy investigating.. Can someone please explain how can this be investigated when no one was at my home to do so? and how does one log tickets and not respond and just leave it.

I respected the turn around time, but this now just ridiculous.

There must be another company that provides better service than this!