Pathetic Afrihost customer service

We have not had WiFi for 2 days now. Our ISP, Afrihost, says the problem is with Octotel. Octotel does not allow us to contact them directly and says we must contact our ISP. Afrihost only logs a ticket with Octotel and it can take up to 72 hours further to resolve. This is unacceptable. Octotel and Afrihost are both private companies and not government bureaucracies providing free services. We are in 2022 and internet issues should not take days to resolve but hours. We have been patiently waiting for a resolution but none comes. It's fine when everything is working but when you really want customer service is when things don't work. The inability to respond quickly to an internet outage is shocking.