False information and lack of urgency.

I have been a loyal customer of VOX for approximately three years, transitioning through three different addresses during this time. Historically, I have been an advocate for their services, often defending them against complaints from others. However, my recent experience has left me profoundly disappointed.

At the beginning of March, I initiated a request for a new installation at a different address, where I was assured that fiber was available. Despite this assurance, my experience quickly took a turn for the worse. Firstly, I encountered issues with billing for my previous address, despite having settled my account for that month. After rectifying this, I faced delays and miscommunications regarding the installation at my new premises.

Repeated attempts to follow up on the progress of the installation yielded frustrating results. Apparent missed calls from the installation team that I never got, unfulfilled promises of escalation, and long wait times on customer support calls compounded my frustration. When I finally received a response from a project manager Jason Forbes who wasn't much help to say the least, it was revealed that the installation was on hold due to a lack of infrastructure from VUMA at my new location. This was contrary to the initial information provided to me.

Despite my urgent need for a resolution due to work-related dependencies on the fiber connection, the response from VOX's representatives was lackluster. Requests for updates and estimated timelines were met with further delays and deferrals to other team members. This lack of communication and urgency has left me in a precarious position, jeopardizing my ability to work effectively and potentially putting my job at risk.

Given the gravity of the situation and the impact it is having on my livelihood, I urge VOX to prioritize resolving this issue promptly and transparently. It is imperative that they provide accurate information, expedite the installation process, and communicate effectively with their customers to prevent further disruptions and potential consequences to me.