Vox POOR CUSTOMER service!

I signed up with VOX,telling them that customer service is important to me. I told them I would sign a year for fibre IF they keep me informed of the process, approval,installation etc.. I have not heard from them??? I emailed vox help customer care email asking to be contacted urgently with an update, and I am STILL waiting?? I think I might be cancelling with vox due to their poor customer service!