NOT GETTING FOR WHAT I AM PAYING FOR !

My router was meant to be delivered on the 1st of September which I never received and was told that it supposedly got lost. I then only received it 4 days later! My internet was then only connected on the 7th of September. A whole week later ! I paid for a 250/250mbps line and after doing a speed test I’m only getting 38mbps. I phoned and got a ticket log ref Vox***2 and got told that someone will be in contact with me. DAYS went by with not one phone call from VOX. I then received an email on the 14th saying that my service request was resolved and they closed the request. This was not correct and they did not in-fact resolve anything! I continued to do speed tests on my phone as well as on my laptop which was connected directly to the router , only to find out that it was still not resolved and I was only getting 13.2 Mbps download and 38.1 Mbps upload. Keep in mind I am paying for a 250 /250 Mbps line. I did multiple speed test which I have screenshots to prove and they all showed the same result. I have been calling VOX throughout the month of September to get this sorted and nothing has been resolved. I sent the screenshots of the speed test to prove that I am not getting for what I am paying for only for them to give me another ticket log ref VOX***1. Not only do I want someone to come out and sort this problem out but I would like to get credited for not having any internet the first week of September and then for also not getting my 250/250 Mbps line that I am paying for. I will only pay for what I have received so I would like for someone to contact me on *** and to also credit me. VOX was very quick to send me an invoice for the month of September for something I have not even received! Shocking ! I am now sitting on a Saturday evening with no internet connection whatsoever.