Customer Experience and Service Governance Failure – FTTH Order X***

I ordered a Fibre-to-the-Home service (Order Number: X***) during the first week of December 2025. All administrative requirements were completed by 9 December 2025, and the order has remained in “fulfilment” status since then, with no progress to date.

I have been unable to reach the VOX PMO, as phone calls are not answered. Chat support has also been ineffective: initial response times regularly exceed 60 minutes, followed by response delays of 15 to 30 minutes between messages.

In addition, interactions with sales staff have been unprofessional, with background noise from children and dogs clearly audible during calls. When I raised this concern, my call was immediately transferred back into the call queue. This behaviour reflects poorly on VOX’s service standards, particularly given VOX’s public positioning as a leading service provider.

More concerning is the apparent lack of supervisory and management oversight. Complaints appear to be accumulating without response (as evidenced by numerous unresolved complaints on HelloPeter), chat demand is not adequately managed, dropped calls occur without follow-up, and telephony response times do not appear to be tracked or controlled. If these service metrics were actively monitored and managed, both prospective and existing customers would not be experiencing such consistently poor service levels.