Discusting Service from Afrihost

I have been struggling with slow internet for a few days, and finally decided to reach out to Afrihost support, usually I give it a day or two for connectivity to restore, but this time it didn't so I reached out to get the situation resolved.

After reaching out I was put in contact with a support rep on WhatsApp and they told me they refreshed the connection on their side and I should switch of the ONT for a few minutes, after I turned the ONT back on the connection was still bad so I was put in contact with another support rep, I sent the rep the same information, described my network setup etc.

My network is a bit more complex than just the every day home owner, I have a Unifi Dream Machine Pro that is connected to my ONT, this gives me the ability to run speed tests directly on the ONT with no other network devices in the way. The support person obviously has no technical knowledge on networking and insisted I unplug my complex desktop setup, carry it to the ONT, setup everything there just to run a speed test, which I already did through the Dream Machine, after I refused to unplug my desktop setup, the support rep insisted that tuff then they can not help me.

Their words: "Sorry, unfortunately you need to make a plan on your side as you are saying you are experiencing slow speed, we need to run tests directly from the ONT"

This is unacceptable service from a company that used to be the best in the industry when it came to service delivery. Clearly this person should not be a support rep. If Afrihost employed people with a bit of networking knowledge do assist customers with networking issues this would not have been an issue. I was clearly told that because I don't want to unplug my desktop setup they are unwilling to assist.

"Sorry, unfortunately you are not willing to do as per Metrofibre requirements, unfortunately we are not able to log a fault with Metrofibre without testing directly from ONT using LAN Cable"