Vumatel Fibre - Afrihost (ISP) customer service

Hi, I am a loyal customer since Jan 2021 with Afrihost.

I have been on WhatsApp and calls with Afrihost consultants since yesterday (7 April 2023) again. I spent almost 6 hours of my time during Easter weekend begging the consultants to ask someone senior at Afrihost to contact someone senior at Vumatel to assist. We have no fibre again since 7 April 11am. This has been an ongoing issue since 27 March 2023 and I was without fibre for a week and other people in my complex longer. Vuma has been providing the same update for the past 27 hours, Afrihost doesn't know if that message means they are working on it or not. I spoke to Sandra, Gift, Cynthia, Oritile and Ziyanda from Afrihost since 7.30am today (8 April) and all of them could not assist. Ziyanda actually puts the phone down on me, this is the worst customer experience I have had in my life. Leryl Abrahams, one of the leads, told Sandra this morning that they cannot contact someone senior at Afrihost to assist with calling someone senior at Vuma urgently. I also emailed Leryl 2 weeks ago when the fibre was an issue and he never responded. If customers were allowed to engage with Vuma directly then I would do that, however they don't allow this, the ISP's only have this luxury, and this is the service we pay for. This is such an inconvenience and waste of my time. I have literally been online and on calls with Afrihost for a total of 12 hours in the past 2 1/2 weeks. What am I paying for? Does no one care for customers anymore? No one at Afrihost is going the extra mile and it seems like they are too scared to ask Vuma any questions or they are lazy. I understand there are protocols in place, but no senior person is engaging on this matter with Vuma since 27th of March, there is no urgency from Vumatel. No care and consideration for customers. No one at Afrihost has answers to why is this a problem since 27 of March. How long are customers going to struggle, if they keep implementing interim solutions? When is a permanent solution going to be implemented?