VOX telecom poor service

Good afternoon we are experienced an issue which took VOX Telecom more than a week to resolve and ended up with them replacing our Wi-fi router. We are now experiencing exactly the same issue that we recently had with our VOX Router. The message on our TV screen says we are connected to Wifi without internet connection which is exactly the same message we had this week when the router we had was faulty and needed to be changed. I tried calling VOX and gave up after nobody answered my call after almost ten minutes. I then sent an email to the same email address as before VOX help email address and had a response saying they acknowledge my email and have opened a ticket. This is becoming ridiculous what am I paying for if my internet access is not working