VOX SERVICE ON THE FACE LOOKS GOOD BUT IS TERRIBLE BEHIND THE SCENES

I am a patient person. I understand people get busy, but I have been trying to get hold of someone that can assist me with cancellaing/initiating a service from my old address to my new address. The people I do talk too are super great. But always get to the point where, OH, your account manager needs to assist with this. I have 3 direct numbers, never answer, I have sent whatsapp messages, I have emailed both the VOX emails on thier site, used the live chat function too many times. I than speak to a friend of mine who installs fibre. He said he can move the boc inside the house and cable for me. I would just need you folks to do from the perimeter to your grey box on the road. I started a live chat this mornign with a Brandon rouch i think it was.. Posed the idea about moving installation. He said he would be ne minute.. than disconnected and suddenly was 20 in que.. i closed and started a new chat... was suddenly one in que and Brandon joined the chat.. than suddently disconnect. I phoned in and told someone in accounts my issue.. she spoke to a manger and put me through.. no answer.. im at wits end here with how to proceed with these people.