A Simple Move Turned Into a Billing Disaster

We recently relocated our premises and informed Vox accordingly. I understand that their terms and conditions require one month’s notice and payment when an account is cancelled. However, we did not cancel our account — we simply transferred our services to a new address.

Despite this, after a prolonged and frustrating process to arrange installation with Frogfoot, our internet was eventually activated at the new premises. To our surprise, we then received an invoice reflecting double charges — for both the old and the new premises.

On 19 January, I notified Vox that we would be relocating and requested that the router be moved. On 29 January, Vox received the router from the old premises, as I was instructed by one of their representatives that it could not be used at the new location.

I was charged the full monthly internet fee for February, even though: The account was not cancelled; and We did not have internet access for a significant portion of the month.

Once the service was finally activated on 14 February, we were charged again for February, along with an additional R50 delivery fee for the router. Adding to the confusion, one Vox representative informed me that we were not permitted to retain the old router, while another later stated that we should have kept it. This inconsistency raises serious concerns regarding internal communication and accountability. Although the additional R50 charge arose due to conflicting instructions from Vox staff, I am being expected to absorb the cost.

Furthermore, I enquired about a promotional package that was advertised at the time. I was assured that we would receive the discounted rate for the three-month promotional period. However, we were billed at the full, undiscounted amount.

I find it unacceptable that we are being charged twice in one month simply because we relocated — not because we cancelled our service. The billing practices, lack of clear communication, and contradictory guidance from staff reflect a level of unprofessionalism that is deeply concerning. Based on this experience, I strongly urge prospective customers to thoroughly evaluate their options before committing to Vox or Frogfoot. Clients deserve transparency, consistency, and fair billing practices — especially when maintaining an ongoing service relationship. This entire experience has been extremely frustrating and disappointing.