Pathetic support on business fibre product

My business fiber line has been out for the last 4h30min and Vox’s response to my enquiries (because you never get feedback from them) is that I need to wait for someone to call me to come out to see what the problem is - wait for someone to call! For a business line! I was also told that in instances like this when the line is out and I am loosing income, it is always advisable to have a “back-up” line. Not only is this pathetic service costing my business money, VOX will expect full payment of the monthly bill on time even though service delivery is not on time.