Vuma Closes Support Tickets Raised by ISP with no resolution.

I have been plagued with bad fibre internet connectivity over the last few months. My ISP (Afrihost) logs support tickets with Vumatel to check the physical infrastructure. Vumatel does not check or resolve anything and mark the support tickets as resolved. When moving into our property I signed up for a new fibre package via Afrihost. Vumatel refused to install a new line and ONT as these were already at the property. However, the line and ONT is very old and possible damaged. How am I supposed to work from home without connectivity but my debit order for this service gets deducted on time every month.