BAD CUSTOMER SERVICE - VOX TELECOM

I have been in the UK since beginning December 2019 and no one at home has been using my band with except for maybe 10 days max during that time. I have continued to pay this on time. Since Covid 19 has affected all of us, and me as a small business owner, I inquired whether they will be able to put my account on hold until I return, as none of the band with is being used, and I am paying monthly for a product that I am not using. Well their answer "we don't do that and failing to pay your account will lead to the suspension of such. My follow up e mails (2) have gone unanswered, not even an acknowledgement of receipt. I cannot pay this account as I am not getting an income, and seeing that I am not using any of their band with, why can they not help me in this time of need, as I am not using the product that they want me to pay for. POOR CUSTOMER SERVICE