First bad experience with Afrihost - Irrelevant reply to asking for help.

I love Afrihost. I've never had any problems at all. This most recent incident is the first time I feel that you've fallen below my standards and what I expect from such a great company.

My DSL line went completely down a couple days ago. Between 1 and 5 AM while I was asleep my line just cut out and hasn't come back up.

I went onto the website with my phone to log a support request. I just explained that my line was down and what time it went down and it needed to be fixed. The reply I got was this:

"You can view and download your invoices from your client portal under MyBilling."

What? What does that have to do with my problem? I didn't need to know where the invoices or billing information was because I got my invoice by email just a few days prior. My billing is all completely up-to-date and there are no problems with my payments.

That is not an adequate reply to asking for help with a DSL line that is completely dead. Julian S. who "helped" me should be ashamed. I really hope that Julian S. is a computer and not a real human being.

I expect better from you Afrihost. I'm complaining because I love you and I know you can do better.