Vox Telecom - Business Fibre Lines down for 7 working days and still no resolution

Our company was without phone lines and internet. I complained and the phone lines were fixed but our internet line is still down. I was told it was cancelled and the service manager is saying this is not the case and there has been a mistake. We are a business and our servers have been down now for the 2nd week in passing. We have raised this numerous times with the service manager and are told there was an error and a link was labelled incorrectly that led to all this. The error was an internal one so why can you not restore services and then resolve internally your investigations? We were billed and have paid to date for our account and there is no connection / no service. So please explain how you can charge someone and then take forever to restore something that is your own fault?