Degraded service, non existent customer/tech service

I've had "degraded service" (0.16 DL and 94 UL on a 100/100 Fibre line) since 24/10. I rasied the issue with Afrihost, we did some tests and they escalated it to Vumatel as this appeared to be an issue in my area. Since then I have followed up multiple times with Afrihost who have been inforemed that the issue has been resolved (twice), that Vumatel are "investigating the outage" (there isn't an outage) and that there's is no problem on Vumateal's in which there clearly is.

After losing 2 work days I got hold of Afrihost again today (26/10) and dealt with a very professional support guy called John who was very helpful and escalated it to a Vumatel tech team to come onsite and sort out the issue. He even asked me to get them to call him when they got here so that they could sort out the issue together.

Surprise surprise, Vumatel have yet to show up and when I called Afrihost back they told me that Vumatel have yet to respond even though Afrihost have reached out twice today.

How can a "service" provider actually get away with this and have absolutely no clue what is going on with thgeir own infrastructure (if they even bothered showing up for work, which from the sounds of it they haven't)

Their product is abysmal and their service is even worse. Vumatel should have their license to provide fibre infrastructure revoked as they very clearly couldn't be bothered to do what we actually pay them to do.