Wrong information provided

I have been with Vox for a while with no issues up until now.

I decided to move from where I was residing to another place. The tenant that was residing at the place I moved to was also using Vox. I phoned Vox and advised them of this. They advised me that I would have to cancel the FTTH service at my old place and apply for a new service at the new residence. They also advised that the new service would not be activated until the tenant that was moving out canceled the service. The tenant did not want to cancel before April as she then would need to pay Vox a penalty for canceling within 12 months. The tenant and I reached an agreement that I would use their account up until April and I would pay them what they are paying Vox. In April they would then cancel and my new account would then be activated by Vox.

Vox surprisingly activated my new service and shipped my router.

I contacted Vox to ask if they could then cancel the old tenants account without the penalty as what was confirmed to me about my account being activated only after receiving cancellation from the previous tenant did not happen. They have refused saying that either myself or the other tenant must cancel.

I then asked for the call recording of when this was confirmed to me and they have not responded.

I am considering another service provider which is sad as I have always received good service from Vox up until now.