1 reviews | Active since Oct 2021
Exhausted, exasperated
If I only checked Hello Peter before signing up with this company I might have spared myself some frustration. The overall rating totally makes sense (except for the couple of reviews with more than 1 star). I first signed up with Vox in February 2019. The actual installation only happened in November 2019 - this was due to SADV installation taking forever, but by the time it was done I already had plans to relocate. I was told it would not be a problem and that the system can be relocated or transferred to the new owners. No fiber available to where we were moving so we had to see if we can transfer it to the new owners, however, we were then told it cannot be transferred to the new owners. If I wanted to cancel it sooner, I was told I would have to pay over R15000 penalty. I ended up paying for a year for a service I was not using, only to be told now that it could in fact have been transferred! Luckily(hopefully) my contract will be cancelled by end of this month and this nightmare can end. Vox seems to be totally confused, you never get to talk to the same person twice via email or phone and you get different feedback every time - that is if you can get them to respond. Even the automated emails differ from the emails received from a person. I will never do business with this company again, I don't care if I have to pay more for the same service at another company.
Thank you for your review.
Please note that the Cancellation and Relocations terms are set out in the Subscriber Agreement.
Services offered by Vox are all subject to a once-off set up and configuration or Installation fee.
Should Vox offer to conditionally waive or subsidize the fee(s) referred to and the Customer terminates the Customer’s subscription within twelve (12) months of activating the Circuit, the full installation or setup and configuration fee is payable as part of the termination fee.
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.
Notwithstanding that the cancellation is necessitated by relocation, Vox will recover such costs associated with such cancellation as set out herein from the Customer .
Kind Regards,
Vox
Best regards,
Thank you for your review.
Please note that the Cancellation and Relocations terms are set out in the Subscriber Agreement.
Services offered by Vox are all subject to a once-off set up and configuration or Installation fee.
Should Vox offer to conditionally waive or subsidize the fee(s) referred to and the Customer terminates the Customer’s subscription within twelve (12) months of activating the Circuit, the full installation or setup and configuration fee is payable as part of the termination fee.
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.
Notwithstanding that the cancellation is necessitated by relocation, Vox will recover such costs associated with such cancellation as set out herein from the Customer .
Kind Regards,
Vox
Best regards,
Thank you for your response. I understand how the service works and that the installation and setup is part of the contract. If you read my review again, you will notice that my main issue is not with this but the miscommunications about whether the contract could be transferred to the new owners of the residence where the initial installation was. There is no fiber where I moved, relocation was never an option that was discussed, only transfer of existing contract to new owners of the premises which I was told is not possible at that time only to now hear it was possible. Add to that the fact that all communications differ - where automated email responses say no fee for cancellation (after almost two years) the direct person to person emails all state a different amount every time. My contract was also suspended after I had already paid in full for the month of August because I cancelled one of the items that had a R740.57 penalty for cancellation. How can you suspend my contract if I had already paid in full for that month? Even your consultant could not explain that. The cancelled item penalty charge was not applicable to August, only September. I am quite fami**** with your subscriber agreement since I had referenced it multiple times in the last year to try and find answers to my problems. I have numerous emails of my communications that I would be happy to share if you are interested in improving your communication issues.
Thank you for your response. I understand how the service works and that the installation and setup is part of the contract. If you read my review again, you will notice that my main issue is not with this but the miscommunications about whether the contract could be transferred to the new owners of the residence where the initial installation was. There is no fiber where I moved, relocation was never an option that was discussed, only transfer of existing contract to new owners of the premises which I was told is not possible at that time only to now hear it was possible. Add to that the fact that all communications differ - where automated email responses say no fee for cancellation (after almost two years) the direct person to person emails all state a different amount every time. My contract was also suspended after I had already paid in full for the month of August because I cancelled one of the items that had a R740.57 penalty for cancellation. How can you suspend my contract if I had already paid in full for that month? Even your consultant could not explain that. The cancelled item penalty charge was not applicable to August, only September. I am quite fami**** with your subscriber agreement since I had referenced it multiple times in the last year to try and find answers to my problems. I have numerous emails of my communications that I would be happy to share if you are interested in improving your communication issues.