Lack of service

my aunt is having issues with the internet which they get billed from vox telecom. She cannot connect to the Internet and cannot use the wifi. She calls vox telecom to help sort the problem with one excuse or other they can't send out a technician to fix the problem said that they would see if iburst could help but never called my aunt back with feedback. A weeks gone by and no internet. Also they told her they could not help as she didn't buy the modem from them. Disappointing service. Account number is Cae03 and account holder is C.A Da Nova.