Terrible Service

Ive been with vox for almost 7 years, and I have hardly ever had any issuses up till 3 weeks ago when during peak hours my latency would increase on my fibbre line to 70-80ms and have packet loss of between 2%-20%. I made a ticket on the 8th of April 2025 and spent the next week arguing that it wasn't my router causing the issue. Once established it wasn't my router it must have been openserves fault because then open serve was sent out with a new ONT at which point open serve provided me with a test account proving that it was vox's bad routing causing the issue like I had been arguing from the start. Since then I have seen no progress from vox other than claming that the core network team is aware of the issue for the cape town regoin. How does it take 3 weeks to solve a routing issue and how hard is it to provide your customers with updates? I have been chasing people down for 3 weeks to get information on the issue and try to solve it. Everytime I have to wait a minimum of 30minutes everytime im on the phone to get a hold of a "manager" who just tells me that someone else will phone me back or that there arent updates yet. Today after 1.5 hours waiting on the phone I spoke to a core networking tech who has provided me with the information that they will test more again tonight because during the day they cant see any issues, which is information I provided at the start on the 8th of april already. I hope they finally find something but the fact I'm still waiting on tests 22 days after making a ticket when I've provided screenshot proof of the issue including each individual hop causing the issues. I am appalled at how long it takes to solve issues and how little information is being provided along the way.