5 years ruined in 24 hours

A 5 year relationship ruined by one inept person who cannot do her job.

I have been residing at the same home and using VOX Fiber for the past 5 years. Never missed a payment, never really complained when there were outages, I would like to think I was a good, valued client. Apparently not.

We have recently sold the house and will be moving in the new year, the new owner stated that he would like to take over the contract to ensure that he has an uninterrupted internet connection.

I firstly contact VOX and request the process on how to cede and give details of the house which we will be moving to and that I would like a contract to be taken out there. I request that someone contact me to discuss this as there is no option or way to get the information on their website. The next day I receive a new offer form which I must accept within 1 month. Thats it, no actual communication or advise on the cession and pricing structure for the new house.

I query this and finally get a real person, Monique Johannes, to "assist" . She advises for the cession to take place, I must do a letter stating that I am happy to cede and the new person taking over the contract must supply his proof of address and ID. We do this. We are then informed that she cannot assist because his proof of address is not the same as the address where he will be moving to in January.

We offer the signed offer to purchase to assist, unwanted, I ask for any way to do this, we are told to wait until January when they are in the house, we can then apply for a cession, That will take 30 days to be completed, if it is not approved we then have to give a 30 day cancellation notice. Which means we will then be paying for internet at house we are no longer residing in until March 2022.

We therefore elected to cancel, a begging email received asking us not to and my explanation that they have left us with no choice.

How hard can it be to cede a contract?

You have lost one long term existing client of 5 years and 1 new client due to your inept employees.