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Anonymous A

1 reviews | Active since Jun 2021

07 Jul 2025, 15:58

Empty Installation Promises

I called on the 30th of June requesting information due to a promotion that I came across online. I indicated to the consultant that was assisting me that I have an already existing contract with another supplier which I am planning to cancel on the very same day in order to move to Vox. I highlighted the urgency of my matter as I work from home and need Internet connection. The consultant promised me that if I sign the E contract on the very same day I should have services connected within a few days, latest early the upcoming week. I called again today in the morning to enquire on the progress, hoping for positive feedback and I was told that it will take roughly around 14 days to get my connection sorted at minimum. I explained my disappointment and frustration to the consultant because I had highlighted the urgency of my matter. The consultant then promised to follow up with the project team and get back to me. Up until now there has been no update whatsoever. I indicated in the morning that if it's going to take that long I would rather cancel my contract and go with a service provider that will treat my matter with urgency and up until now I have had no feedback. This is frustrating to me because in the last week alone I have spent so much on buying data to try to get by. The Service is disappointing and honestly if my matter is not sorted out as promised I would rather consider moving to another Service provider.

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Replies (3)
Vox Telecom
Vox Telecom's reply07 Jul 2025, 16:06
Official
Good day, Anonymous r A
 
 Thank you for your review.
 
 Kindly note that the details of this query has been sent to the Project Management team to investigate and assist with the resolution.

From | Vox Fibre Line Update
To | Ripfumelo Risimati
Subject | Thank you for ordering Vox's Fibre-to-the-Home service
Date Sent | 2025-07-07 08:02:58
Status | Sent Successfully
Message Headers |
Hi Ripfumelo Risimati
Welcome to the Vox family!

Now that your order has passed the RICA process, we can get going with connecting your world with Fibre.

There are 4 steps involved in progressing your order and getting you up and running on Vox Fibre. You can watch this video or read the steps below:

Step 1: Vox places an order with Openserve - the infrastructure provider (up to 2 working days)
You will receive an email to this address *** updating you with reference numbers and the progress of your installation. Openserve will validate your order by confirming the feasibility of your address. Please note that if your suburb or complex is not yet live with Fibre, your order will be captured and only actioned once it goes live.

Step 2: Openserve Installation (up to 14 working days if your suburb or complex is live)
Once your Vox Fibre order has been accepted, you will be contacted by Openserve to arrange a mutually suitable time to do a site survey and install the Fibre line into your home. This step is usually the longest of all the steps, as it involves the scheduling, planning and actual installation of your Fibre line. In most cases, the Fibre installation will happen on the same day and can take up to 6 hours. Occasionally, there have been cases of installations spanning several days.

Step 3: Line Configuration & Testing by Openserve
Openserve will configure the Optical Network Terminal (ONT) - the piece of hardware that your Fibre line will be connected to inside your home - and will test that the line is in working order.

Step 4: Router Configuration & Installation by Vox
We will either send a dedicated Vox engineer to install your router, or courier it along with a step-by-step guide for a quick hassle-free setup.

The standard time frame for feedback on your order if your suburb or complex is live, is between 1 - 10 working days. If your suburb or complex is not yet live, you will receive an update on the progress of the deployment once a month.

For any enquiries, please WhatsApp us on ***.

Kind regards,
The Vox Team

Best regards,

AA
Anonymous A's update07 Jul 2025, 16:13
Reviewer Update
The message you have forwarded does not respond to my query and frustration. This was never communicated to me at all. Otherwise I would have stayed with my previous company. My order was only sent to openserve today after my enquiry, right when I was making the call, 5 days later. And your step 2 indicates that installation may take up to 14 days. Does that indicate urgency to you at all? In the meantime what should happen to my connectivity and ability to perform my work duties?
Vox Telecom
Vox Telecom's reply11 Jul 2025, 15:33
Official
Good day,  Anonymous 
  
 Thank you for your patience whilst this matter was being investigated. 
  
  Kindly note that we have received confirmation that the sales team has made contact and assisted accordigly. 
 
 Should you require any further assistance, please do not hesitate to contact us. 
 
 Kind Regards, 
 Vox 

Best regards,