Complaint

I have had a bad experience with buffering and freezing on my fibre Connection with Vox since reconnecting after a holiday. Suffered complete down time for days as well. Buffering on all platforms, Netflix, Britbox, YouTube and on IPTV. No communication from Vox despite numerous emails of complaints. I tried phoning but recorded message said to email them for help! Emails were never rep**** to. Finally six weeks after first my complaint I was told by Vox engineer that nothing could be done to stop the buffering and freezing. I therefore sent email to cancel with them and disconnected the router because I could not use it. The routers have been returned to Vox. Yes I had two as they sent me a second one when I returned after my holiday, even though I still had the first one! I am now told I owe them money for cancelling within a twelve month period even though they cannot fix my problem! I have been a Vox customer since May 2021 but stopped the service while I was overseas so am now treated like a new customer even though they are using my original Account details. Who in their right mind would want to continue paying for an internet streaming service that cannot be used? Why should I be penalised if they cannot fix the buffering, if I had bought an item in a shop that didn’t work I can return it for a refund. I have paid for two months for this terrible service, after cancelling I am now expected to pay more it is disgusting that you don’t have an option to cancel if it doesn’t work properly. They call it month to month but that is not a true description as they are still trying to charge me a cancellation fee and another months fee, even though I am not using the service. Shocking customer service Vox I am cancelling because it doesn’t work!