No feedback or Follow-up from Afrihost - Priority Fibre Down - UAA-***6

I logged a call on customer zone, reporting that my Fibre was down and that i have a red light on my ONT next to Optical (Ticket Number UAA- ********** 6 at 8:40am 04/11/17). I followed this up with call to the call centre that was handled really well and a Telkom reference number was given. This is were the good service ended. I then received an email from Katlego asking me to re-setup my D-link wifi again(Clearly didnt understand my fault and doesnt understand the fibre product.) I responded asking if they had now changed my credentials and received no response. I then called again this morning and was advised to ignore the advice given from Katlego. I was also advised that an update would be given to me by phone. Till now ,no update. I then logged in to the customer zone to see if there is any update on there and to my dismay , the entire fault is no longer there. All that is needed is a little communication here and a look into why my entire fault has gone missing. Is this the service you expect when paying for a premium service?