Manger bad mouths customer

I called Afrihost today as they install fibre into our house a year and half ago, our geyser just burst, so when the plumber came out to look at it and tried to enter the roof he showed us that they had put the fibre cable right across the entrance to the hatch making it very difficult for a person to enter the roof and impossible to remove and put a new geyser into the roof, I explain this to Afrihost and they said I would have to pay for a new installation. Why??? I don’t want it moved for cosmetic reasons I want it moved as I can’t access my roof, and the person who installed it did the job wrong, if it had been installed in the house and had blocked entry to a door that I use and can see I would never have signed off on the job, but when they came to get the paperwork signed they only show you what you can see in the house, they don’t say here’s a ladder go look at what we do in the roof. Afrihost just says because it wasn’t reported in 9 days they can’t do anything even though it’s them who employed the people who did the wrong installation. I asked to speak to a manger , and when I tried to say but you need to take ownership for the people who you employ and honour your customers he was not interested, kept trying to interrupt me when I was talking and when I hold him I wasn’t done speaking and he needed to listen to me he wasn’t happy, I then said fine do the call out and I’ll pay for it as I need a geyser at which point the manager said he would transfer me back to the lady I was talking to, he clearly didn’t press the right button , and proceeded to talk about me, in a disrespectful manner, he then realised and ended the call. This company has no customer service none!!! I have not asked for anything that shouldn’t be taken seriously by this company as their own fault, and then to be completely disrespectfully talked about by the manager is on a whole other level, honestly disgusting behaviour !