Vox customer service cannot do more that read what's on their system

I've been with Vox for 6 years. I phoned Vox 3 times today to follow up on delivery of my new router (I've changed homes). I spoke to Bernadette who seems to have her hands tied. "The system says it's out for delivery". She promised she'd "monitor" the system and yet it still hasn't been delivered. Is no one able to pick up the phone and speak to the delivery partner? What type of customer service is this? I guess it's time to change service providers.