What happened to Afrihost customer service

Any support ticket is responded in a standard way: connect your computer via LAN cable to the router (or ONT), perform a speed test x 3 and send us screenshots of the results. Mind you, include the date and time in the screenshot...and if there is a fault, configure the router yourself. What if the person is not technically savvy? What then? A few years ago they were great, now you mostly deal with *****s who only know the described routine. No more router exchanges for long-time customers. No customer care email either. Rather disappointing.