I definitely do not recommend! POOR SERVICE!

On the 10th of November 2021 I had put in a cancelation request due to moving to a different premises, before canceling the contract with Vox Telecoms I did not experience poor service at all thus I chose to open a new contract with them for my new residential address (I was told that they do not do address conversions, I need to cancel and take out a new contract.) I occupied my new place of residence before the 1st of December 2021 (Vox has a 30 day cancelation policy that I was aware of.) On the 10th of December 2021 my "order" was lodged (30 day period to my knowledge has passed) I was at the same time notified of a freeze period on the suppliers side from the 16th December 2021 to the 5th of January 2022. Disappointed, I assumed I would have no active internet over the festive season due to the freeze period. However on the 27th of December 2021 I was contacted by the supplier confirming to me that they will come and do the installation on the 27th of December 2021(Obviously happy about having internet connection soon.) The 27th of December 2021 no one from the supplier came out as per the confirmation. No internet access still. On the 6th of January 2022 I was once again contacted by the supplier to come out for the installation on the 10th of January 2022 , I was not available to open for the supplier on that day and requested it be moved to the 14th of January 2022. On the 14th of January 2022 the supplier had came out to do the installation further to telling me that there are no "poles" close or on the premises , they will have to plant them first to do the installation, I was told by the supplier that Vox had to see if poles were planted before sending the technician from the supplier out (They obviously never did.) At this point the supplier was in direct contact withe because the personal at Vox that I had correspondence with over emails were not following up further to taking 3+ days to get back to me per email. At this point I am getting furious with the service. On the 24th of January 2022 I was notified by the supplier that the poles have been planted and that they are now able to do the installation. I was only available on the 29th of January 2023 to open up for the technician to do the installation. The technician from the supplier came out on the 29th and the 30th of January 2022 to complete the installation. On the 31st of January 2022 I had send the land line number given by the supplier to the Activations Administator at Vox. On the 4th of February 2022 I was notified by Vox that the installation order has been returned due the cabling being insufficient on the new premises, Vox will only be in a position to advise on further feedback 7-14 working days later. As mentioned I was beyond frustrated and advised on the 4th of February 2022 that they will assist in the interim with a temporary LTE solution at no cost with a SIM Card. On the 8th of February I had received the package to be able to use internet temporarily, Finally! Or.. so I tought. There was no Sim card , JUST A ROUTER! On the 9th a Sim card was delivered. Still feeling frustrated by the service I had received thus far , I could not complain as I had temporary internet access on the premises and I would now just have to calmly wait a bit longer for the line to be installed.

On the 10th of February 2022 I was notified by Vox that only a 10 mbps line would be feasible at the stage. I agreed to the 10 mbps at a rate of R375 set up and R99 as once off (R484.00) On the 2nd of March 2022 I was notified by Vox that my order for the 10mbsp line is pending with the supplier and it can take up to 8 weeks, system dependent. I questioned the installation because to my knowledge I was told that a 10mbps line was feasible with the installation that was already done? I was further told that the installation had taken place but it was never finalized. I did not even bother at this point to dispute it with them and decided that I will wait on the supplier.

On the 15th of March 2022 I was told that my line was ready to be tested. I tought to myself okay , that's great news I will now have a active internet line. I tested the line on the 16th of March 2022 and it was only active since the 17th of March 2022 however , it is NOT a 10mbps line... it is 5!! On the 23rd of March 2022 I had been invoiced on a 10mbps line and the total thereof is R510.29. How can I be billed on unactive 10mbps line?

I had forwarded the email to the personal I correspond with at VOX including their "accounts" mail asking them to advise on the invoice? As to me it does not sound right and I am not paying for a line that I am not in use of. They can charge me at the rate of a 5mpbs line and for the time that it has been active.

It is the 4th of April 2022 with no communication from them with regards to the invoice asentioned above further to still not having a active internet line.

Very very very disappointed! I am not even able to cancel my contract with them due to their penalty charges (I understand the penalties and why they are applicable) however I do not understand such poor service and how nothing gets escalatedto suppliers to ensure customer satisfaction! It's been 4 months without internet (excl. Temporary internet provided)!!!