Bad Service and not contact

Yesterday our internet stopped working suddenly. We contacted the ISP (AFRIHOST). We were told that the fault was with Vumatel and we need to allow them 24 to 48 HRS to attend to the issue. We received an email from Vumatel with ticket number ***. It's been 24 HRS and no response. We followed up with Afrihost and they are simply saying it can now take up to 5 days! I work from home so I am not able to work because of this issue. Why can't it be fixed without delaying. No contact was yet made by Vumatel and its the end of the business day! How do they expect us to pay a full month of service but we are always fighting to have service???