Absolutely the Worst Service Experience – Avoid at All Costs

My experience with Vox has been nothing short of a nightmare. It took six weeks just to switch over to fibre – something that should’ve taken a few days.

It began with a quotation being cancelled because they failed to update my contact details, even though I had sent the correct information four weeks earlier. When I followed up, they had no record of the update and simply issued a new quotation without explanation or apology.

After finally accepting another quotation, I discovered they still hadn’t updated my details. What followed were numerous frustrating phone calls and arguments.

When the technician finally arrived to do the installation, I thought the worst was over – I was wrong.

48 hours after installation, my line still wasn’t activated. I had to call them again, only to be told I needed to send photos of the box and serial number – which the technician had already taken. I ended up contacting the technician myself to get the photos and send them to Vox. THEN they then informed me that the technician had installed the wrong box, and I would need to be quoted again and start the entire process from scratch. Completely unacceptable.

Fast forward another week, and the fibre was finally connected – but Vox didn’t even inform me. I figured it out myself by trying the setup steps.

Then, the final insult: I received a call from Vox saying the installation failed due to the wrong address. When I explained (again!) that I had emailed them numerous times with the correct information, and that I was already connected, the agent Tumi rudely asked who activated the line and who I was paying – implying that I was somehow in the wrong.

Honestly, how am I, as the customer, supposed to know who activated it when Vox is my service provider?

The lack of communication, constant errors, poor record-keeping, and unprofessional attitude have been appalling.

I do not recommend Vox to anyone. This has been the worst service experience of my life.