What happened to Vox's service?

I have been with Vox for over a year now and hardly ever had issues. Usually if there are issues they were quick to respond and handled it with great efficiency. However, the last few days I have experienced the opposite. Our FTTH line has been without internet for sincr the 19th of October. That's 4 days now. I reported it on the 20th. No response except for the automated ticket response. Again on the 21st I followed up. Spent over 10 minutes on hold, to get hold of a very miserable consultant who told me he will investigate and put me on hold again for over 3 minutes. I don't have that much airtime to keep holding that long so my call cut off. No one called back. I sent another email on the same day expressing my disappointment and hoping to get a response. Again. Only the automated ticket response. A day later and no one has responded again. Yet, at month end they want 100% of their payment but I received less than 90% of what I am paying for. This is unacceptable and I am not satisfied with this level of service from Vox. They are better than this.