Can't get a straight answer to a rather critical question

I've been with Afrihost for over a decade now, using multiple different services and recommending them as a viable option to virtually anybody who asks about internet connectivity services.

In this time, I've lodged a number of support queries, either to get nominal issues resolved or to simply get some helpful information. However, over the last 3-or-so years, the quality of support has plummeted to an embarrassingly low level.

My latest experience is a stupendously painful one... I opened a new ticket to ask how the decision by ICASA to take back the radio frequency "emergency spectrum" will affect the existing "Fixed LTE" internet connection service.

The first response simply told me that there are no other internet connection options in my area (despite my immediate neighbours having DSL connections). Regardless, this was not what I asked, to which I rep**** accordingly and asked someone to (and I quote) "read my question properly and then reply".

The next response I got states "Please note that we would not have the detailed information you might seek with that specific area but can obtain that from our lte provider during the interim please advise if you unable to use the normal 2.4GHz or 5GHz". These frequency options would be that of my local WiFi network, which (again) have absolutely nothing to do with my query.

How can a company who's primary business is "internet connectivity" NOT be able to tell me how an upcoming change to the network that one of their systems run on will affect that service??

All I'm trying to find out, is if this will affect the "Fixed LTE" service, and if so, how. Is this question really that difficult to understand?