VOX Communication

I started the process for FTTH 22 january and since then have been waiting for proper action. I am sent around in circles and when I contact Vox to ask for the "subcontractor's" number to arrange I get the runaround. It is now a week later since I was told the ONT will be sorted out and I am still in the dark. Their communication channels leaves a lot to be desired. Why can't they just give me the subcontractor's number to arrange directly with them? If this is the way a journey starts maybe I should have another partner on this journey.