Quick to sell, poor to support

Quick to sell, poor to support. My fibre line has been out of order for more than a week and no commitment to repair and nobody at Afrihost care. More than 10 calls and hours on the phone and the only response that one gets is that the problem has been escalated. When asked to talk to a senior representative to escalate this to, one is advised that this is not possible. Afrihost, how can taking money from someone and not provide a service be right?