No responses for over a week

I've been trying to get my SIM card replaced, which is kind of urgent because my phone sort of needs it in order to work. The only way Afrihost provides to do this, is through their customer service website, which would be fine if it worked. I went through the process but their system throws an error that I can't get around. I sent screenshots and an explanation, but their support guys don't seem to know how a SIM could be issued without using the website. No effort has been made to get it done by hand, and there certainly isn't any urgency on their part as far as I can tell. I've sent two follow-up messages which I can see are in the support ticket system, but no response for over a week now. I've been an Afrihost customer for many years, but I'm starting to lose respect for them here. Really feels like the ideal situation for them is when a customer is on full autopilot and never bothers them with such petty things as "the customer's needs". The products are good and they've come a long way, I don't feel good moaning about them overall, but the service has gone backwards big time. The guys on the ground are friendly, maybe the cats at the top are so hellbent on reducing ticket times that they provide no way for the support team to take initiative and give good old fashioned proper service, even if it means you have to get up from a chair.