Terrible Service from VOX

I have been utterly disgusted with the service of VOX.

I placed a request to relocate my FTTH line on 6 December and to date, my line remains inactive. I am having to constantly call Vox's Contact Centre for a status update. The Contact Centre tends to route my calls to the 'PMO' team. However, the PMO team does not answer their calls - I am left hanging on the call for long periods or until the line disconnects.

On the rare occasion that I do get through to PMO, they typically blame VUMA for the delay and advise me that the request will be escalated with the VUMA team for urgent resolution. The Project Manager assigned to my request promised to keep me updated however, I have not heard from him in a week, also does not respond to direct emails from me. In December '24, my request was initially assigned to a different Project Manager, However, it seems he decided to go on leave with my request unfinished and without any handover.

I have been a loyal Vox customer for +/-5 years now. I have never had an issue with the Vox team or support - until now!!!

I would love to escalate the matter to VOX's management, for their awareness, intervention and urgent action. I am seriously close to pulling the trigger on cancelling my request with Vox and moving to an alternative ISP.