So called service provider

Trying to contact anyone at Vox technical support is like mission impossible. This is the second time our fibre home WiFi has no connectivity and they could not be bothered to contact us to assist despite sending emails and calling. All you receive is ticket logging confirmation and after that, nothing. This is day 3 with no internet access and Vox is yet to respond to us as to why we have no connectivity, despite the fact that monthly fees are paid on time and up to date. Truly terrible customer service!!