Problems with Afrihost internet via Vumatel fibre line

A few months ago, I elected to sign on for an Afrihost internet package, via a Vumatel line. About 24 hours ago, the fibre line stopped working entirely.

I tried Afrihost's telephone line - a short automated message let me know that their phone lines are closed for the day, and referred me to their (beta) what's app help system, which did not appear to be functioning correctly.

I resorted to sending an email - as part of my work is done from home and requires an internet connection, this was actively costing me earnings in the hours lost. All I received was an automated message indicating that my email had been received, and was "high priority". That was clearly not the truth, however, as about 20 hours (and most of the next work day) later, there had been no attempt on the part of Afrihost to reach me, continue communication or investigate the matter.

On calling the Afrihost support telephone line, in the small space of time between the end of my work day and the complete closure of their phone lines for the day, I was informed that they were experiencing high call volume, and had to hold for significantly longer than the estimated 6 minutes. When I eventually got through to a consultant, they were fortunately very helpful and they were able to determine with my assistance that there appeared to be an issue with the fibre line. They did not have information about where in the line that might be, but reached out to Vumatel to find out, and shortly afterwards they were able to inform me that the issue appears to be outside of the property, but not far up the line, and that technicians usually take between 24 and 48 hours to look into such issues, but that they would try and ensure that the technicians do visit tomorrow (Friday), as otherwise there would be no possibility of the line being fixed for use over the weekend.

The 2/5 rating is given for: - difficulty in getting hold of Afrihost support - lack of effort on Afrihost's part to reach out to me on this pressing matter after my email - line hardware issues on such a recent installation - long estimated time to investigate/repair (between 48 and 120 hours from my first report of the issue)