1 reviews | Active since Nov 2021
Disappointing service from VOX telecom
I received an e-mail from VOX, my ISP, on 26 February 2021. They stated that Openserve would be doubling my DSL line speed from 01 March 2021. Vox would then pass this on to me at no extra charge. (I only have a 4Mb line as no fiber is available in my area)
I later received a mail on 09 March 2021 stating that there had been a delay by openserve with the implementation of the upgrade. It would be completed by 31 March.
My line speed was never upgraded. I recently spoke to someone at openserve. He informed me that ADSL line speed to my router had in fact been upgraded and if I was receiving the new upgraded service it was being blocked by Vox.
I then sent Vox an e-mail asking why I had not been upgraded by them. I received an automated reply from them with a ticket number VOX***6. This is the reference number to my complaint and should be referred to whenever making enquiries. They promised to get back to me soon?
After a period of five days I called Vox and asked about progress on my complaint. The technical person put me through to sales, who put me through to fibre to the home, who put me through to ADSL, who then put me through to an account manager.
I was told that any upgrade would not be free of charge and that the offer of a free upgrade was only for fiber uses. I referred them to the e-mail stating that my ADSL would be upgraded. I received no comment on that.
I asked them to at least confirm what they are telling me over the phone by replying to my e-mail query. I still have no e-mail reply to my original e-mail query.
Thank you for your quick feedback via Hellopeter.
I have no problem with feedback via the "official company communication platforms ".
If I had received any feedback on the "official company communication platforms " in the past it would not have been necessary for me to resort to posting a review on hellopeter!
I am just wondering how long "provide feedback to you soonest " will be?
Gerhard
Thank you for your quick feedback via Hellopeter.
I have no problem with feedback via the "official company communication platforms ".
If I had received any feedback on the "official company communication platforms " in the past it would not have been necessary for me to resort to posting a review on hellopeter!
I am just wondering how long "provide feedback to you soonest " will be?
Gerhard
I have received a call from Daniel at Vox. We have been able to have a constructive conversation. He will call me again later this afternoon when I am Home and near my router. I will keep updating.
I have received a call from Daniel at Vox. We have been able to have a constructive conversation. He will call me again later this afternoon when I am Home and near my router. I will keep updating.
Nobody seems to address the question of the e-mail copied here below stating:
1) We'd like to apologise for the delay regarding your DSL line speed increase
2) Once completed, you'll be able to enjoy double the line speed at no extra cost.
So I have decided it is not worth fighting over R38.00 per month and requested the upgrade of my package to a 10Mb line and have paid the extra cost.
The issue here is not the R 38.00 per month. I would have gladly paid it a long time ago if I knew it was available. (Openserve did not previously offer a faster line than 4Mbs) What is the issue for me is that I was promised double my line speed at no extra cost. I did not ask for it. Vox however did not comply with their own undertaking (Promise).
I am not happy but regard the matter as finalised.
Gerhard
Dear Customer, (Received 9 March 2021)
We'd like to apologise for the delay regarding your DSL line speed increase, as specified in the mail we sent out on Friday, 26 February.
We've received notice that Openserve, our upstream provider and the owner of the broadband network in your area, is still in the process of completing upgrades on their network.
As these upgrades are being managed in a phased approach, Openserve estimate completion no later than 31 March, barring any unforeseen circumstances. Once completed, you'll be able to enjoy double the line speed at no extra cost.
If you have any queries, please give us a call on *** or email ***
Regards
The Vox Team
Nobody seems to address the question of the e-mail copied here below stating:
1) We'd like to apologise for the delay regarding your DSL line speed increase
2) Once completed, you'll be able to enjoy double the line speed at no extra cost.
So I have decided it is not worth fighting over R38.00 per month and requested the upgrade of my package to a 10Mb line and have paid the extra cost.
The issue here is not the R 38.00 per month. I would have gladly paid it a long time ago if I knew it was available. (Openserve did not previously offer a faster line than 4Mbs) What is the issue for me is that I was promised double my line speed at no extra cost. I did not ask for it. Vox however did not comply with their own undertaking (Promise).
I am not happy but regard the matter as finalised.
Gerhard
Dear Customer, (Received 9 March 2021)
We'd like to apologise for the delay regarding your DSL line speed increase, as specified in the mail we sent out on Friday, 26 February.
We've received notice that Openserve, our upstream provider and the owner of the broadband network in your area, is still in the process of completing upgrades on their network.
As these upgrades are being managed in a phased approach, Openserve estimate completion no later than 31 March, barring any unforeseen circumstances. Once completed, you'll be able to enjoy double the line speed at no extra cost.
If you have any queries, please give us a call on *** or email ***
Regards
The Vox Team