1 reviews | Active since Jun 2023
Bad service and cancellation fees
I have had a terrible experience with Vox telecoms
I signed up with them the first time where they advised I would not need to pay an install fee I was happy to go ahead. I then had the worst services took up to 2 months for them to come and finish the installation when I tried contacting I could never reach them whatsoever, eventually was done and I had no issues.
I then had to move from the address to a new address due to personal reasons I advised vox I will still use their services at the new premises which I have done. Here I have had the same problem with the time frame of getting it setup and with trying to get hold of them was just impossible!
I then have been told I need to pay a fee of R2500 for the cancellation of the previous premises. I feel this is very unfair, as all other isp’s that I have been with have never charged me for cancellation if I have just moved premises and still using their services, so why does vox charge a cancellation fee if we still using their services.
It’s been the worst isp I have been with by far!
Thank you for your enquiry.
Kindly note that we have escalated your complaint to the finance team for assistance.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
Kind Regards,
Vox
Thank you for your enquiry.
Kindly note that we have escalated your complaint to the finance team for assistance.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
Kind Regards,
Vox