Vox Vumatel Pathetic Service

Vox Vumatel really displays poor customer service. We were told they can only attend to our ticket in 72H. There is an issue with our ONT box and we were told that they can fix it remotely?? It has been 3 days and they don’t even have the decency to phone back and actually attend to our problem. We work remotely and need WiFi to be able to do our jobs but it seems like they take their time to do theirs. Please help me understand why it needs to take 72H for proper service?? How many phone calls do we need to make to get assistance? Honestly, would NOT recommend Vox Vumatel!!!!