JB
Jason B
1 reviews | Active since Feb 2013
25 Oct 2022, 15:00
Double charge even though canceling
I have a premises move due to selling and buying a house.
I've done all the cancelations etc for this but am now being told that I will basically be billed double even though the amounts PM don't change.
So I will be charged for a line at the old address for a full month that wont be used and for the new line.
I would rather suggest being charged the normal monthly fees as normal seeing as I will stop using the line at the old address on 3 November and the new address on the 4th November. No overlapping at all.
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Replies (3)
Vox Telecom's replyOfficial
25 Oct 2022, 15:37Good day , Jason B
Thank you for your query.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
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. A month notice will be required for the old premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We have escalated the details of your review to the cancellation team to further assist.
Regards
Vox
Thank you for your query.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
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. A month notice will be required for the old premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We have escalated the details of your review to the cancellation team to further assist.
Regards
Vox
Best regards,
Vox Telecom's reply25 Oct 2022, 15:37
Official
Good day , Jason B
Thank you for your query.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
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. A month notice will be required for the old premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We have escalated the details of your review to the cancellation team to further assist.
Regards
Vox
Thank you for your query.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month.
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. A month notice will be required for the old premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We have escalated the details of your review to the cancellation team to further assist.
Regards
Vox
Best regards,
JB
Jason B's updateReviewer Update
25 Oct 2022, 15:47Okay so I must pay and not be able to use it from the 4th, and what if the person buying this house wants to have a Fibre line?
JB
Jason B's update25 Oct 2022, 15:47
Reviewer Update
Okay so I must pay and not be able to use it from the 4th, and what if the person buying this house wants to have a Fibre line?
Vox Telecom's replyOfficial
09 Nov 2022, 09:26Good day Jason,
Thank you for your patience whilst this matter was being investigated.
Vox agreed to a goodwill credit. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Vox agreed to a goodwill credit. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Best regards,
Vox Telecom's reply09 Nov 2022, 09:26
Official
Good day Jason,
Thank you for your patience whilst this matter was being investigated.
Vox agreed to a goodwill credit. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Vox agreed to a goodwill credit. The Credit Memo and Updated Statement has been sent to the nominated contact details on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Best regards,