Lack of knowledge and unable to assist customers

After reading really good reviews about Vox, I decided to join them as of 1 September. From about 6pm I realised the internet was not up to standard as I was getting a latency of +- 180ms and it should be around 22ms on a local server. Thus I decided to contact Vox 24/7 Customer Service and report the issue. I was told to send an email with 5 speedtest results in order for the team to test and resolve this problem. The next day I was called and told that I will be assisted that night at 7pm when the issue is \active"again. 8:30pm I was phoned and asked to reset my modem and run another speedtest. Once again same results and the assistant told me he cannot help me. He said he will escalate the issue as the advanced engineers need to look at this. These engineers dont work at night. Today I was called by another assistant called Roni. He asked me if my ping is an issue and if I'm not downloading while I run speedtests. To me this is insulting! Why would I log a ticket if my internet is NOT slow and why would I complain about my internet if I'm downloading at the same time. To me this shows complete incompetence and a lack of knowledge. The issue was clearly not escalated as promised"""