Openserve Fibre line down and NO response to Afrihost's issue logged 400ANK250718

I had Openserve Fibre installed on 03 July 2018; but 2 weeks ago the Optical light on the Nokia modem turned from Green to Red, I contacted Afrihost (my ISP) and they said everything looks fine on their side.

We went through the steps of turning it off and back on; turning off and unplugging the optical cable making sure its inserted in the correct way....etc. Still after booting up the Optical light turns Red.

They logged an installation issue request 400ANK250718, and last Thursday a lady called me from ( ********** ) and asked if my Fibre is working - I said no. I haven't heard anything since...my Fibre it still not working.

I logged another request with Afrihost and explained how someone got in touch, but they hadn't called back. The agent emailed stating the issue has been escalated to Openserve 2nd Level support. This was on Friday Jul 27 at 1:42 PM

I still haven't heard anything or received any instructions!