Bad Bad service

Been struggling with Vox for a while, took a black November deal for a upgrade and Signed the agreement from them, nothing happened, had to phone them just to tell me I can't upgrade to that package, had to choose another bigger package. They send me invoices and statements for the new package that nobody or no one upgraded or phoned me, said I need a new router for this new upgrade and said they will come and install etc, Never happened, put me on hold and nobody picks up the phones!! Phoned today the 20th December and they said they will mail the technician to find out what's happening, got a 100 line now but never gets close to it, been a client for over 5 years!!