Extremely Pathetic Service
We moved recently and I asked Vox to cancel and install fibre at our new residence. I cancelled with Vox on 3rd of September. They confirmed and sent me statement and invoice with nil value and said it is fine as it is still beginning of the month. They sent me new order for October for the new address and I paid. Fibre is still not installed. I asked them to cancel order as they do not communicate and had a month to arrange fibre, they put on hold. Please note also I had to call Vox the whole time, they did not call me back before we moved or after. Now the called and the guy said the payment I made was for the cancellation for October Services. How on earth do you pay for services if you have not received any service at all?? I am so extremely upset on how Vox did not handle this request or service.
I would never recommend Vox to anyone again
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Replies (4)0
Replies (4)
Vox Telecom's replyOfficial
03 Oct 2023, 13:53Good day, Luchelle
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Vox Telecom's reply03 Oct 2023, 13:53
Official
Good day, Luchelle
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Vox Telecom's replyOfficial
04 Oct 2023, 14:36Good day, Luchelle.
Thank you for being so patient while the matter was being investigated.
Kindly note that we have received confirmation that the Account Manager did make contact with you regarding the complaint.
The fiber circuit, which enables the connectivity is provided to a specific address and cannot be relocated to a different premises.
Although unused data can be rolled over to the new fiber services, the service at the previous address has to be cancelled.
Cancellation requests must be done one clear calendar month in advance.
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
The cancellation date is also indicated on the confirmation of cancellation email sent.
Please do let us know if there is anything else we can assist you with.
Kind Regards,
Vox
Thank you for being so patient while the matter was being investigated.
Kindly note that we have received confirmation that the Account Manager did make contact with you regarding the complaint.
The fiber circuit, which enables the connectivity is provided to a specific address and cannot be relocated to a different premises.
Although unused data can be rolled over to the new fiber services, the service at the previous address has to be cancelled.
Cancellation requests must be done one clear calendar month in advance.
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
The cancellation date is also indicated on the confirmation of cancellation email sent.
Please do let us know if there is anything else we can assist you with.
Kind Regards,
Vox
Vox Telecom's reply04 Oct 2023, 14:36
Official
Good day, Luchelle.
Thank you for being so patient while the matter was being investigated.
Kindly note that we have received confirmation that the Account Manager did make contact with you regarding the complaint.
The fiber circuit, which enables the connectivity is provided to a specific address and cannot be relocated to a different premises.
Although unused data can be rolled over to the new fiber services, the service at the previous address has to be cancelled.
Cancellation requests must be done one clear calendar month in advance.
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
The cancellation date is also indicated on the confirmation of cancellation email sent.
Please do let us know if there is anything else we can assist you with.
Kind Regards,
Vox
Thank you for being so patient while the matter was being investigated.
Kindly note that we have received confirmation that the Account Manager did make contact with you regarding the complaint.
The fiber circuit, which enables the connectivity is provided to a specific address and cannot be relocated to a different premises.
Although unused data can be rolled over to the new fiber services, the service at the previous address has to be cancelled.
Cancellation requests must be done one clear calendar month in advance.
Any notice given on or after the first day of the month will only take effect on the last day of the following month.
The cancellation date is also indicated on the confirmation of cancellation email sent.
Please do let us know if there is anything else we can assist you with.
Kind Regards,
Vox
's updateReviewer Update
04 Oct 2023, 17:51When I asked on the 3rd the person I spoke to Consultant and confirmed it will be cancelled and new fibre activated by 30 September. Cancellation was done on the 3rd of September as the 1st was a Sunday. The confirmation of cancellation you are referring to was for the new order of the new address as no service was given at all. So please get the facts correct before sending response. How do you live with yourselves giving the fact that no new line or service or internet were provided but I still have to pay for that month cancellation. Looks like money **** and *****ing from community. I asked for relocation on the 3rd. So You cannot take money for something you did not provide? We specifically mentioned we are moving on the 30th of September. Clearly you did not look into the matter until the day we moved and I had to call constantly.
's update04 Oct 2023, 17:51
Reviewer Update
When I asked on the 3rd the person I spoke to Consultant and confirmed it will be cancelled and new fibre activated by 30 September. Cancellation was done on the 3rd of September as the 1st was a Sunday. The confirmation of cancellation you are referring to was for the new order of the new address as no service was given at all. So please get the facts correct before sending response. How do you live with yourselves giving the fact that no new line or service or internet were provided but I still have to pay for that month cancellation. Looks like money **** and *****ing from community. I asked for relocation on the 3rd. So You cannot take money for something you did not provide? We specifically mentioned we are moving on the 30th of September. Clearly you did not look into the matter until the day we moved and I had to call constantly.
Vox Telecom's replyOfficial
04 Oct 2023, 18:17Good day, Luchelle
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Vox Telecom's reply04 Oct 2023, 18:17
Official
Good day, Luchelle
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your query for further investigation.
We will contact you shortly to assist with the resolution thereof.
Kind Regards,
Vox