📣 Extremely disappointed with Vox Telecoms and Frogfoot!

Dear Customer Care Team,

I am writing to formally lodge a complaint regarding the poor service I have received from both Vox Telecoms and Frogfoot since signing up for fiber internet on April 1, 2025.

When I initially signed up, I was told that the installation process would be quick and easy, as I already have a working Openserve line at my residence. I specifically requested Vox and Frogfoot based on a recommendation and was assured by TG at Vox that using Frogfoot with my existing Openserve infrastructure would not be an issue.

However, my experience has been extremely frustrating:

My Vox router was only delivered on April 9th at 7 PM — over a week later.

Upon attempting activation, I received a server error, and was then informed by TGT and Customer Care that the Openserve line could not be used, contrary to what was initially promised.

I was told to wait for a Frogfoot technician, and after multiple complaints, I spoke with TK, who scheduled a technician for Monday, April 14th at 10 AM.

On Sunday, April 13th at 7 AM, a technician contacted me and arrived at 9 AM. He confirmed the Openserve line could not be used and stated that the Frogfoot line had been cut. He also informed me that only the first 30 meters of cable would be covered and that any additional cable would require immediate payment.

I was charged for an additional 50 meters of cable, under the assumption that the total installation would be 80 meters. I was also told that fiber cables cannot be joined — yet BEF Networking, who completed the installation, did join the cable. I have photographic evidence of this, and based on visual measurement, the additional cable installed is nowhere near 50 meters. I am happy to provide the images and welcome a site visit to verify.

This entire process has been incredibly disappointing. I feel misled at every stage — from false assurances during sign-up, to delays, miscommunication, contradictory technical information, and unjustified charges. It reflects poorly on both Vox and Frogfoot, and I will not recommend your services to anyone in future.

I expect a detailed response addressing:

Why I was misinformed about using the Openserve line

Why the installation process was delayed despite existing infrastructure

A breakdown and review of the cable charges, with appropriate refund for the overcharge

Clarification regarding the false statement about fiber cables not being able to be joined

I hope this matter will be taken seriously and addressed urgently.

Regards, Kalyn