Absolutely shocking service – avoid!!!

If I could give 0 stars, I would.

I took over my brother-in-law’s VOX account when I moved into his home. We sent multiple emails asking to change the account ownership – nobody ever helped. I eventually went onto their online system myself and updated all the contact details (email, phone, etc.) to my own.

In March, when I moved house again, I terminated my services with VOX. I was told arrangements would be made to collect the router, so I kept it safe and waited for someone to contact me. Nobody ever did.

Fast-forward a few months and I suddenly receive an invoice for “non-return of router”. I immediately queried it and told them I still have the router and they’re welcome to collect it any time.

I also asked them to show me when they supposedly contacted me about collection. The “proof” they sent? An email that went ONLY to my brother-in-law – who doesn’t even live in the country anymore. All the details on the account in their system are mine, so why on earth was anything still being sent to him?

Since then I’ve:

Logged multiple tickets

Sent countless emails

Had to re-explain the entire story every single time a new person responds

Got nothing but generic, copy-and-paste replies

I then tried WhatsApp support and was told the matter would be “escalated” and someone would contact me. Nobody did.

I phoned their so-called customer care line, explained everything again, and the call conveniently dropped. I phoned back immediately, asked to speak to the same agent, and was told he was “offline” and would call me back. Still waiting.

Despite all my attempts to sort this out and return their router, I have now received a final demand for the invoice.

So VOX can magically send the final demand to the correct email address… but not the router collection notice?

Their customer service is basically non-existent, and their internal communication is a mess. I’ve tried to resolve this in good faith over and over again, and all I’ve gotten is frustration.

I will never use VOX again, and I wouldn’t recommend them to anyone.