Shocking service from Afrihost

Disgusting, my VM keeps going down and Afrihost keep lying to me saying becasue my server is self hosted it is my problem, yet I cannot even get access to the base utilities so I can "self service" my server, this keeps happening and I keep having to go through the same nonsense every time this happens only for them to come back to me saying it was actually their fault... I am tired of this I need a senior person to get hold of me NOW!!!!!