Lack of communication and support

I have reported the problem with my internet connection ( problem with ADSL line) to Afrihost Support more than a week ago. I was told that it will take 12-24 hours for the problem to be dealt with/escalated if not resolved whitin this timeframe. I was also informed by Afrihost Support that a Telkom technician will attend to the problem. Since I have reported the problem, I have followed up numerous times on the status of the problem, but it seems that all my follow up attempts seem to be ignored. I feel that this is unacceptable as I am paying Afrihost a monthly fee for the management of the ADSL line, but they are unable to offer any feedback or assistance to resolve the problem!