1 reviews | Active since Jun 2021
Embarrassing Service
Living abroad, keeping in contact with my elderly parents in Durban is of paramount importance to me. As most of you will agree there is also the security aspect of it. After some discussion, we decided to go the fibre optic route, which would give us a "super fast" connection between the UK and SA. I have been a customer of Virgin fibre broadband (in the UK) for many years and explained to my parents the benefits of a quick connection and personally can only remember once when I had an outage which lasted a couple of hours. They had a choice between two providers in their area Vox and Vodacom. Eventually deciding to go with Vox. Everything started out well, a Vox Rep came to look at their requirements and they placed their order... The fibre was run into their house the following week and we marveled at how quickly the installation was taking place. Unfortunately that was the end of our good experience, today it has been a month since the fibre was installed and my parents have had a total of 48hrs of internet access (I kid you not)! There has been little communication from Vox regarding a time frame to get things running again and a lot of finger pointing and saying "it's not our fault". As far as I'm concerned my parents entered a contract with Vox who are not sticking to their part of the deal. I am hopeful that leaving this review will save others out there the frustration that we have been through or at the very least escalate our case to get sorted once and for all ASAP. I trust Vox will not be billing my parents for a month internet access they have not received.
Thank you for your post.
Kindly note that the matter has been reported to the Upstream Service Provider, Vodacom, to assist in resolving the link down complaint.
We have asked that the Support Management team contact the Account holder to assist with the resolution of the matter.
Kind Regards,
Vox
Thank you for your post.
Kindly note that the matter has been reported to the Upstream Service Provider, Vodacom, to assist in resolving the link down complaint.
We have asked that the Support Management team contact the Account holder to assist with the resolution of the matter.
Kind Regards,
Vox
Thank you for your quick reply.
Since fibre was installed on the 7th May, my parents finally had signal and internet connection on Thursday 3rd June and by Saturday 5th June it was down again (48hrs). Over 48hrs have now passed and we are still none the wiser as to when to expect it to be running again.
I understand that Vodacom supplies the fibre line, however as the contract is with you, surely you should be pushing them for better service or are you telling me that Vox are at the back of the queue behind Vodacom customers?
In this day and age where people rely on the internet for communication, paying bills, shopping and entertainment I find the lack of customer service extremely disappointing and I'm questioning whether sticking with Telkom broadband wouldn't be a better option for now.
Sitting around day after day wondering if someone will get back to you as a customer and having to use extremely expensive mobile data to keep in contact is not good enough.
I look forward to hearing good news from my parents after your Support Manager contacts them tomorrow.
Kind regards,
Michael
Thank you for your quick reply.
Since fibre was installed on the 7th May, my parents finally had signal and internet connection on Thursday 3rd June and by Saturday 5th June it was down again (48hrs). Over 48hrs have now passed and we are still none the wiser as to when to expect it to be running again.
I understand that Vodacom supplies the fibre line, however as the contract is with you, surely you should be pushing them for better service or are you telling me that Vox are at the back of the queue behind Vodacom customers?
In this day and age where people rely on the internet for communication, paying bills, shopping and entertainment I find the lack of customer service extremely disappointing and I'm questioning whether sticking with Telkom broadband wouldn't be a better option for now.
Sitting around day after day wondering if someone will get back to you as a customer and having to use extremely expensive mobile data to keep in contact is not good enough.
I look forward to hearing good news from my parents after your Support Manager contacts them tomorrow.
Kind regards,
Michael