Lack of response to service outage

I've been with Vox for just over 2 years. And the service had been substandard at best. But the last 2 days have been horrible. My wife and I work from home so we rely on the internet a lot. The service has been intermittent since Friday the 19th and no one can tell us what the issue is. No discernable response to post on X(formerly known as Twitter. The response was there's an outage. Your service will be back when it's fixed (paraphrasing)), WhatsApp or even the call centre. I've called the call centre twice today and twice the call got disconnected and no one bothered to call me back. We've had to incur costs by getting an alternative service provider (the service with Rain will start tomorrow. Yes we're going with another service provider) because we can't risk not being able to work on Monday. I've also asked for a copy of the contract I signed and the cancellation process. Let's see what happens after my post. It's now been more than 24 hours since we accessed the internet.