Come on Vox... You can do better

I'm in the process of relocating and when I called VOX to cancel my service they have been providing for the last 8 years. The sales person did ask me if I wanted to relocate the service, but at the time there was confusion as to who we could use in the estate we are relocating to. To cut a long story short we resolved this and I then again got in touch with VOX as I wanted to stay with them as the service I have received until now was relatively good. This however is where things started going pear shaped.... I was no told that they could not relocated the service and that I needed to apply for a new service. This I duly did and the ball was on the roll. God the quote and accepted it with the note that I wanted to move my existing router to the new premisses as I have matching extender etc. and that I have not been happy with the MicroTik Routers supp**** by VOX. I received a mail on 5 Feb 2025 to authorize the debit order, however the cancelled subscription was also still listed. I again called the support line to discuss this and was told that they would get account to call me. I heard nothing from them and again followed up with a e-mail reply to the accounts department but just got a ticket notification. As the service needs to be installed and ready to use by Monday, 17 February 2025 I decided to call the support line again. I was informed that the as this is a new service (having been with them for 8 years already), that I needed to take the new router. I voiced my dissatisfaction but was informed that this was not an option to have my own router. (I have gone through this before and had signed a letter stating that I insisted on my own router due to all the problems I had with the MicroTik). I again voiced my dissatisfaction with the service provided and was promised that someone would call me to discuss same. I tried to connect to the Debtor Department but had to hang up after 20min. This is shocking service from Vox.