Appalling service from Vox Vumatel

I would like to express my extreme disappointment at the appalling customer service received during the recent Fairmount fiber outage. While we understand that the fault was caused by City Parks cutting a fiber line (according to our ward Counsillor), the process of managing the repairs and the communication to customers has been nothing short of abysmal.

First, I contacted Vox and asked to be placed on a notification list or board so that we could be apprised of progress. I requested this no less than 8 times! I was pushed from pillar to post and told numerous contradictory pieces of information. I am STILL not receiving updates and messages.

The outage is in its third day and for someone who works from home, not having reliable information about when to expect restoration is unacceptable.

It is impossible to contact Vumatel directly and therefore it is Vox’s responsibility as the service provider to provide decent communication.

On one of my attempts to discuss the poor service with a customer service manager she refused to take the call, palmed me off by telling the call Centre consultant to tell me to talk to Technical and the phone call was dropped.

Surely, it can’t be that difficult to communicate with your clients… seeing as you’re in the communications business?!