Really bad service by Afrihost

I have been with Afrihost for many years and have generally received good service. This week, things changed. On Sunday, our fibre service (Frogfoot via Afrihost) stopped working. We reported it at around 09:00, and after having to enquire were informed at around 11:30 that it was a fault on our side. Afrihost undertook to escalate it to Frogfoot. When I enquired again after 16:00, I was informed that in terms of their SLA with Frogfoot, there was a 48-hour waiting period. We heard nothing from them again on Sunday or Monday. On Tuesday, I called again and was then informed that Frogfoot had requested a number that appears on the ONT box to assist us. Apparently, Frogfoot requested this on Monday, but nobody informed us. We then provided them with the number, but silence ensued. When I called again on Tuesday, I was informed that on Afrihost's and Frogfoot's systems, it indicated that everything was in order. The call centre agent could not explain why nobody called us to verify that all was in order. I then had to take off from work to go back home, and eventually, I was assisted by Khensani of Afrihost. Khensani was able to determine that the router was probably faulty and assisted me in setting up another router - problem solved in 30 minutes! Every time I called, I had to recount the whole problem as they apparently had no history of what transpired, except for the fact that a fault was reported and was escalated to Frogfoot. Therefore, no credit to Afrihost and Frogfoot, full marks to Khensani. It appears that the standard of Afrihost's call centre agents may be declining, with the Khensanis being the exception rather than the rule. Furthermore, they operate under the radar and appear to not have an e-mail address where they may be contacted.