Managers leave first line agents to bare the brunt of customer concerns

I have had a wi-fi month to month contract with Vox for less than a year now - the internet connection has been terrible and i had to get the router replaced - but the connectivity issues are not the reason that I feel I have had terrible service. I have asked multiple times to speak to a manager to help me resolve my issues, and have never been contacted or successfully connected to someone with more authority than the first line sales/ customer service call.

I subsequently cancelled my month to month, to move to a more reliable service provider. And now, despite having paid my contract consistently and not receiving consistent service, Vox wants to charge me for removing their hardware from my premises. So, not only have I paid for services I haven't received, I also have to paid to sever my contract with them (which was sold to me as free cancellation at any point).

This has been a terrible experience and I would recommend avoiding their services if ever you have the title to do so.