MB
Melissa B
1 reviews | Active since Nov 2021
12 Sept 2022, 15:56
Inconvenience and costly
I have had abrupt disconnections from my internet for months. 2 weeks back it was particularly bad, Vox sent out 2 technicians which said that it was a power supply issue and advised not to plug in our UPS into their hardware. We left everything as they left it, the next day we had the same problem and so it went. At this point i have no internet, not even intermittent. Friday another 2 technicians were sent out, they did everything possible within their power, it turns out the Fibre cable is broken. We were promised the problem will be fixed on Monday (today). When calling Vumatel this morning to ask about estimated time arrival, we were told that there is a scheduled installation however there's no time and we were to get a call back confirming the time. No call was received. We resorted to calling VOX, long story short, no joy there either. Both my husband and I work from home, he is studying part time as well. This is impacting us in a major way. Can we get immediate assistance and who is going to reimburse us for the costly data and fuel we've had to use as a result of this mess? Not sure if it's Vox, as it seems they dropped the ball by not picking up the issue sooner. Not sure if it's Vumatel either. Customer Service in S.A is really the worst!
Helpful (0)
Replies (6)0
Replies (6)
Vox Telecom's replyOfficial
12 Sept 2022, 17:04Good day , Melissa B
Thank you for entrusting us with your service request.
Unfortunately, we have not been able to allocate this query to your Vox Account with the information provided in the original correspondence.
Kindly provide us with your Vox Account number in order for us to assist accordingly.
Thank you in advance
Vox
Thank you for entrusting us with your service request.
Unfortunately, we have not been able to allocate this query to your Vox Account with the information provided in the original correspondence.
Kindly provide us with your Vox Account number in order for us to assist accordingly.
Thank you in advance
Vox
Vox Telecom's reply12 Sept 2022, 17:04
Official
Good day , Melissa B
Thank you for entrusting us with your service request.
Unfortunately, we have not been able to allocate this query to your Vox Account with the information provided in the original correspondence.
Kindly provide us with your Vox Account number in order for us to assist accordingly.
Thank you in advance
Vox
Thank you for entrusting us with your service request.
Unfortunately, we have not been able to allocate this query to your Vox Account with the information provided in the original correspondence.
Kindly provide us with your Vox Account number in order for us to assist accordingly.
Thank you in advance
Vox
Vox Telecom's replyOfficial
12 Sept 2022, 19:51Good day, Melissa B
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply12 Sept 2022, 19:51
Official
Good day, Melissa B
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's replyOfficial
16 Sept 2022, 09:58Good day, Melissa B
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Vox Telecom's reply16 Sept 2022, 09:58
Official
Good day, Melissa B
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Vumatel restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
MB
Melissa B's updateReviewer Update
16 Sept 2022, 10:25Good morning
That is correct yes. I am relieved to have connectivity again.
As I've spoken with Vumatel, I was advised to contact you guys regarding reimbur*****t as the issue was not on our side. Could you assist with this at all?
Hellopeter does not allow me to view the contact information you've provided.
That is correct yes. I am relieved to have connectivity again.
As I've spoken with Vumatel, I was advised to contact you guys regarding reimbur*****t as the issue was not on our side. Could you assist with this at all?
Hellopeter does not allow me to view the contact information you've provided.
MB
Melissa B's update16 Sept 2022, 10:25
Reviewer Update
Good morning
That is correct yes. I am relieved to have connectivity again.
As I've spoken with Vumatel, I was advised to contact you guys regarding reimbur*****t as the issue was not on our side. Could you assist with this at all?
Hellopeter does not allow me to view the contact information you've provided.
That is correct yes. I am relieved to have connectivity again.
As I've spoken with Vumatel, I was advised to contact you guys regarding reimbur*****t as the issue was not on our side. Could you assist with this at all?
Hellopeter does not allow me to view the contact information you've provided.
MB
Melissa B's updateReviewer Update
16 Sept 2022, 11:12Ok, so this is what I read into the above.
So when Vox instructed their legal team to draft the "Ts and Cs ", a conscious decision was made not to include any guarantees for clients, even when it is out of the hands of the clients, even when the issue comes from your side, HOWEVER the clients nternet service gets suspended when the client pays even a day too late....for whatever reason. Earlier this year I purchased a UPS through Vox, despite my invoice stating a specific amount and that specific amount was paid, Vox suspended my internet service because we were R64 too short. When we took this up, we were met with rude *********** staff, again it was to no fault of ours, Vox informed us we were to pay an additional fee the next month.
So do you people not have SLA? Because I've had to run with this escalation myself for it to be resolved, all you did was make empty promises.
What happened if my husband and I lost our livelihoods as a result of this issue? With having to work from home it came close.
I am sorry but it is very obvious that Vox does not care about clients and has no intention of meeting clients halfway regardless of the situation. Very disappointed. I don't want to be a client of such a company, you keep failing us. You hold us to ransom.
So when Vox instructed their legal team to draft the "Ts and Cs ", a conscious decision was made not to include any guarantees for clients, even when it is out of the hands of the clients, even when the issue comes from your side, HOWEVER the clients nternet service gets suspended when the client pays even a day too late....for whatever reason. Earlier this year I purchased a UPS through Vox, despite my invoice stating a specific amount and that specific amount was paid, Vox suspended my internet service because we were R64 too short. When we took this up, we were met with rude *********** staff, again it was to no fault of ours, Vox informed us we were to pay an additional fee the next month.
So do you people not have SLA? Because I've had to run with this escalation myself for it to be resolved, all you did was make empty promises.
What happened if my husband and I lost our livelihoods as a result of this issue? With having to work from home it came close.
I am sorry but it is very obvious that Vox does not care about clients and has no intention of meeting clients halfway regardless of the situation. Very disappointed. I don't want to be a client of such a company, you keep failing us. You hold us to ransom.
MB
Melissa B's update16 Sept 2022, 11:12
Reviewer Update
Ok, so this is what I read into the above.
So when Vox instructed their legal team to draft the "Ts and Cs ", a conscious decision was made not to include any guarantees for clients, even when it is out of the hands of the clients, even when the issue comes from your side, HOWEVER the clients nternet service gets suspended when the client pays even a day too late....for whatever reason. Earlier this year I purchased a UPS through Vox, despite my invoice stating a specific amount and that specific amount was paid, Vox suspended my internet service because we were R64 too short. When we took this up, we were met with rude *********** staff, again it was to no fault of ours, Vox informed us we were to pay an additional fee the next month.
So do you people not have SLA? Because I've had to run with this escalation myself for it to be resolved, all you did was make empty promises.
What happened if my husband and I lost our livelihoods as a result of this issue? With having to work from home it came close.
I am sorry but it is very obvious that Vox does not care about clients and has no intention of meeting clients halfway regardless of the situation. Very disappointed. I don't want to be a client of such a company, you keep failing us. You hold us to ransom.
So when Vox instructed their legal team to draft the "Ts and Cs ", a conscious decision was made not to include any guarantees for clients, even when it is out of the hands of the clients, even when the issue comes from your side, HOWEVER the clients nternet service gets suspended when the client pays even a day too late....for whatever reason. Earlier this year I purchased a UPS through Vox, despite my invoice stating a specific amount and that specific amount was paid, Vox suspended my internet service because we were R64 too short. When we took this up, we were met with rude *********** staff, again it was to no fault of ours, Vox informed us we were to pay an additional fee the next month.
So do you people not have SLA? Because I've had to run with this escalation myself for it to be resolved, all you did was make empty promises.
What happened if my husband and I lost our livelihoods as a result of this issue? With having to work from home it came close.
I am sorry but it is very obvious that Vox does not care about clients and has no intention of meeting clients halfway regardless of the situation. Very disappointed. I don't want to be a client of such a company, you keep failing us. You hold us to ransom.
MB
Melissa B's updateReviewer Update
16 Sept 2022, 13:47MY INTERNET IS OFF AGAIN!!!!!
MB
Melissa B's update16 Sept 2022, 13:47
Reviewer Update
MY INTERNET IS OFF AGAIN!!!!!