Disgusting service

I have always been impressed with their service so I dont know what has happened. I am moving to a new house in a few days. I have been trying to get someone at Vox to help me the whole month but I just get ignored. I need my fibre connection to be moved. I have 2 children who rely heavily on the fibre for school work and I am now going to be in trouble. I have called them so many times. Eventually I was given the cell number of a man called Tim who is supposed to help me. He doesnt answer my calls. I sent him a message which was deliverd with still no response I then sent a whats app which he has read and there is still no response. I think the service is shocking. I am still expected to pay my account but I get no help??