WARNING ------ Axxess ISP customer service and support is horrific

I recently had fiber installed and changed ISP's to Axxess. I experienced a fault on the VUMATEL line and logged it immediately with the Axxess 24 hours support desk. Since I never received a support ticket via email, that night I wrote an email to their support about the fault. The next day I once again contacted Axxess support to log my fault. I explained that I had previously contacted their after hours support and had not yet received a support ticket. He advised that he had logged the call and I should be receiving a support ticket shortly and should check my email. That night I check my home email account however to no avail. I then proceeded to call Axxess the following day an try and re-log the fault. Once again I never received a support ticket. When I returned home the line was still faulty and called the Axxess 24hr support. After more than 40 minutes on the phone I finally received an SMS confirmation of the fault being logged with VUMATEL this means that Axxess had not logged the fault two days prior as they should have. Seems I am paying for a premium service but obviously Axxess is incapable of delivering the necessary customer service required. I am seriously considering changing ISP's once my line is back up.