Vox incorrect installation

I just opened a contract with Vox for fibre for my mother. I already have Telkom fibre but my mother could not connect to it, so I decided to get her, her own which was the reason for the Vox contract. Instead of installing a seperate ONT in her place, openserve linked it to the one I already have, thus I have two active fibre contracts that still cannot reach my mother. I have been trying to get them to fix it but all I am getting is empty promises and no response when asking for feedback.