Fault issue resolution very poor (Very, very poor)

It has been 5 days since my fiber line went down... and the best response was this - “ okay i just got a feedback they say its still open , The team will process your request as promptly as possible.this is the feedback from TT connect”. The rest of the time is we don’t know anything... no resolution time, no indication of what the fault is...This was 12 hours ago, with no one in Afrihost being able to understand or explain the issue. No feedback, just me constantly pushing for updates. Really sad to see how bad the service has become. The products are great, but the service, should something go wrong is pathetic at best.