Shocking service provided

Terrible service from Vox. Reported my fibre connection being down, and all they can tell me is that they have escalated it to Vumatel, who provides the infrastructure. Then I get told that it could take up to 72 hours to get repaired, but there is nothing they can do about it. When I question whether I will be billed for this time that the fibre was down, the answer is yes, but I can try and request a credit from the accounts department if I so wish. Absolutely shocking how you as a fibre provider have no infrastructure of your own to ensure your clients are looked after. Luckily there are other providers who would like my business.