Poor service, unable to access my product, over a month and problem is still being ignored by Afrihost

I have had Eset Smart Security with Afrihost for many years. I have bought a new computer and I am unable to use Eset on my new computer because it is still activated on my old computer. There is no option to deactivate it from my old computer and it says to contact my provider when going onto my Eset portal. Contacting my provider being Afrihost is a waste of time. It is now a month and replies to my ticket take over a week which is pathetic service at best. I am not given answers that actually address the issue, and my latest answer has been to request a callback. The callback was just as hopeless with a person who first didn't know what Eset was, then after 10 minutes of holding on the line, told me I must send them a screenshot. If this is not sorted out within the next 24 hours I will be cancelling my many years subscription with Afrihost. Really disappointed in the lack of service and knowledge. Oh, and of course asking to speak to a manager is a waste of time too as I just get told there's no managers available and they will not escalate the issue to a manager