Useless Non-existent Service

My internet suddenly stopped working last night and this morning I reported it to Afrihost. I was told that it was escalated and given a reference number AIF-***3. I whatsapped this afternoon and asked the status and was told that a line must be ordered. So nothing was done on it since this morning and no one can tell me how long the wait is. This is an issue on your side, yet I must buy additional data which you will need to refund to me. I also asked about a new router but was told I will only get another one when it is a new account. Relocation does not count even if I had it for years. Please can this be sorted out ASAP. I need connectivity to do my job. This is not ok.