Vox Telecom - how difficult is it to arrange an installation

I have been with vox telecom for 6 years now and have recently sold my property. I informed them, gave my months notice and wanted to stay with vox so asked for them to open a new account for my new property. In my head, this is not a complicated request. Cancel current fibre, arrange router and installation at new premises right? Apparently its not as simple as a normal person would think. 1) Installation arranged for the 4th of April (easter weekend), I am doubting anyone is actually going to show up. 2) Apparently the router has been delivered, where to I have absolutely no idea because i don't have it. 3) been trying to get ahold of Petros (project manager) for the past 2 days, does not answer landline or his cellphone nor does he respond to emails. Right now I am past the point of frustration and starting to regret my decision.