Poor ownership of a service issue by Afrihost.

I have been a customer of Afrihost for years and the service has been good but I have had an issue with my fiber line now and one by one the Afrihost team I have contacted have said the issue is with Openserve and there is nothing they can do! If a company uses a service provider to offer their service to customers then surely the onus must be on the Afrihost team to get Openserve to meet their commitments but instead Afrihost chooses to hide behind this Openserve issue. This is terrible service and affecting my business and there's no way to escalate the matter. I am looking at reviewing this relationship after many years because of this poor performance.