No connection, no solution

I have been an Afrihost customer for nearly five years. I have always recommended their service as they have never disappointed me in the past. However, since February of this year, I have been experiencing connectivity issues. I've patiently spent hours with the call centre, trying to test and find a solution to the problem. Each time I called, I informed them that I have an Apple Mac which does not have a port to connect to the fibre box to perform the necessary troubleshooting test. I asked them to send someone with a laptop to only to be advised that they do not assist in this manner. It's extremely frustrating paying for a service that does not work and now having to find a new internet provider is a even bigger nightmare. This could have easily been resolved had they just sent someone to my premises to assist with the troubleshooting.