The Worst Service Provider - Once before great but now slacking

We have requested for our line to be upgraded more than a week ago, followed all the instructions, accepted the mandate and till today we have not received correspondence or any update, line not yet upgraded and we also never received our router when we first activated the service, we have never encountered any problem, pay our premium every month and this is the ****ty service we receive? How do we pay for a service we don’t even get? They are quick to ***** and moan when you pay your premium one day too late and when you request for service and upgrade the line, they don’t bother to help at all. This is utter bs… not a happy client, was once before but not anymore. No response from Vox or Evotel…