Disgusting service from VOX

When fibre infrastructure was rolled out to my neighbourhood in March this year is was very excited at the idea I could change from ADSL to a much more stable product in terms of fibre. On the Frogfoot website I didn’t see Mweb(my current ISP provider) listed as a client and naturally I chose VOX and did a pre-order. A couple of weeks later I established that Mweb does utilise the Frogfoot infrastructure and being a loyal client I cancelled the pre-order with VOX and was assured by their sales person(Cherise Laubscher) it was cancelled.

Three weeks ago, on the 14th of November 2020, the fibre infrastructure provider arrives for installation of their infrastructure and hardware. I call Mweb and ask them to send my router ASAP as I have not received it as yet but the guys are ready with the installation. This seems to be the start of my current nightmare. Mweb sends my router which I receive on the Tuesday the 17th. That same day to my surprise I receive a sms and email with VOX login details and passwords to set up my account. I immediately respond to their email with my proof of cancellation months before the time. The very next day a VOX installer calls me wanting to complete the installation of their router to which I inform him of the cancellation. He says someone has not done their job correctly as my order was never cancelled. I immediately call Cherise and ask her what is happening. She assures me that it has been cancelled and it must be an error on Frogfoot’s side and promises to get this resolved. Mweb on the other hand cannot complete their installation as Frogfoot informs them I have an active account with a different ISP. It is not 3 weeks later after daily follow ups with Cherise and VOX call centre and to date my query is still not resolved and I’m still sitting with a ADSL line that should’ve been converted to fibre 3 weeks ago already. In the process losing out on 2 months free fibre with mweb due to my upgrade as it wasn’t done on time.

VOX is a true pain in my butt and I would advise anyone to take them up as a provider. You hold on hors on end trying to resolve a query and they never come back to you as promised.