Terrible service from afrihost

My fibre started to go on and off, called the agents, went through everything they said no help, I was advised that it was a router problem, and I need to pay for another router, as mine is out of warranty, to date my router is still working no issues except for the bad service from afrihost, no management has had the decency to call me since last month, every agent I speak to it's the same thing almost like you chatting to a robot