Vuma Sucks! 7 days and counting no internet

Vuma is the fibre provider for my ISP Afrihost. Internet connectivity stopped after an upgraded on the 29th of May the fibre line. Escalation after escalation and the issue is still not resolved with the issue sitting we a Devs Op team. When asked if it can be esculated further after 7 days of no connectivity I get told there is no direct contact with that department?

How can Vuma not have contact with their maintenance team or Devs Op team other than via email it a ticket system? For a tech company your systems are inadequate to deal with customer issues and with turn around times that are far to long is an utter frustration and a system failure.