Extremly poor service - Terrible upgrade process, leading to Downtime!

I tried to upgrade my package with Vox via the Vumatel Portal two times over the past 2 years, and both times, I have experienced issues. On the most recent occasion, I had sent 4 follow up emails over the course of 4 days to ********** before getting a response. I was told that Vox are aware of these issues with their upgrade process, but my upgrade will now be processed. I just got home, and found that instead of an upgraded line, I now have NO SERVICE and I am still waiting for this to be resolved. GOD only knows how long this will take. I have been a loyal customer on your PRO packages for almost 3 years, but this poor service is making me rethink my choice of ISP.