Poor line and bad service on premium packages

There have been a number of times that Vox telecom line has been down.

On Monday 6 may I had a whole lot of people over to watch game of thrones and the line was down.

No after hours support and I therefore needed to incur an extra expense by downloading data on my phone. I thought that it was account issues but I realized that the line was in fact active. On Friday 10 may I sent an email stating that the line has been down since the Monday. I received no assistance at all.

Again on Monday 13th the line wasn't working and I called in for assistance. After waiting on the line for over an hour and the getting referred to different people, a technician confirmed to me that the line was down for the period I spoke about and a Vox staff member confirmed that if it was down they would be happy to credit me for the downtime, which I felt was at least a good gesture to address the situation , as I was on the most premium package.

I then receive an email stating that there was no written agreement stating that their connection would experience no downtime (which happens often) and that they feel they did everything to address the situation and there would be no credit because I did not lodge the complaints on each day that it was not working. They did not take cognizance of my email on 10 may where there was no assistance given or the fact that nobody has time in a working week to continously send or wait on the line for hours for assistance. When this line goes down after hours, you're just stuck.

I am really disappointed at this service provider as I was paying app. 900rand per month for their services and now feel forced to continue with their inferior line as their installation cost was extremely high - over R1500, which I will probably have to pay again if I change service providers.

Requests to downgrade this package immediately have also not been adhered to timeously and they will no doubt lock me into this package for as long as they can.

My hourly rate as a lawyer should be set off against the time it has taken away from me to resolve this issue (which is still not resolved) and which was fully within the scope of their responsibility to provide a good and reliable service without babysitting from clients.