5-star rating, but not for Vox

First of all, let me clarify, the 5-star rating is not for Vox Telecom. The rating for Vox is, on a good day, 1 star. The 5-star rating is for Mr. Donovan Griqua.

After numerous calls, emails and WhatsApp messages to the sales person, Kian De Kock, who was very quick to sell the fibre solution, as well as every email address that I could find for Vox, I was finally contacted by Phillip who was very professional and friendly and immediately arranged for a third technician to come and see what the issue was with the fibre.

Within 48 hours, an appointment was scheduled with Donovan Griqua. He arrived on 4 March 2022, listened to my issues, asked relevant questions, and through a process of elimination, decided to start by replacing the router. After the installation, he walked with me through the house as we did speed tests. He looked at the screen prints of daily speed tests that that I have emailed to Vox since installation on 8 February 2022. We tested it again in the room where there has previously been almost no signal at all, and found that the speed test was finally in accordance with my contract and what is being paid for. He insisted on using a speed test from another company as well to ensure a balanced view of results, and it did. He provided me with his contact number and asked me to keep an eye on the speed and let him know if there is any deterioration. I have been doing consistent speed tests since the replacement of the router and the speed is still more than double from what it was with the original router and very close to what I signed up for.

Why none of the other people thought of replacing the router but kept insisting that I buy and have an extender cable installed, is beyond me, or maybe not...

I would like to extend my heartfelt thanks and appreciation to Donovan for the time and effort he put into finding and resolving the real issue. He was friendly, professional and showed empathy for my level of frustration.

Thanks Donovan, you are an absolute star!