Frustrating lack of updates to conveyancing process?

Conveyancer goes on holiday on the busiest week of the year, PMA doesnt answer onedome messages/ sms/ phone. Phonecalls get a terse reply “I’m not a conveyancer but I can read your file when I get chance and email you later today”.
Is this what the revolutionary, transparent, express experience OneDome promised is meant to feel like? It feels like the conventional cr*p conveyancing that we have all become accustomed to in England.