Vox and their shocking service

Vox are completely *********** and one department doesn't know what the other has discussed. I phoned them first in January 22 about my router being faulty, no one came out to see to it or replace it, as promised after numerous calls and e mail's. I eventually in desperation bought a pocket router which sorted out the problem, so management agreed to change my package to a sim only at a lot less, but this was never done, still charging me for the full package which I then refused to pay. Then came the threats of legal action etc more phone calls, e mail's that receive an automated response and so it goes on. Do not touch Vox with a barge pole with this sort of service