When a telecom company can't communicate

Hi there, I have been trying to get some sort or response or communication from Vox since 2nd Dec 2022. This is absolutely unacceptable. I have been a customer for many years and have been trying to assist my gran in getting fiber to home. I've never had such disgusting service from you people no response to emails , my call gets answered and then I get asked my order number etc and get told to hold one moment and still nothing after 15min! I understand it has been December but we are now making our way to the third week in January. Can somebody please contact me or answer one of my many emails! I don't even know which of the 50 reference numbers to refer to! I need to know what is happening with my order and what is delaying the process when my own order and installation took 10 days? Regards Nastasia