Internet, Customer Service in shambles

<p>This is for Ref Number: VOX ********** - I have FTTH with Vox as ISP and Fibrehoods as the infrastrcuture provider - I had noticed my fibre link to be down on Wednesday (30 Nov) morning and thought it may be due to the prevailing weather conditions - so I waiated until Friday evening to report the issue - </p> <p> </p> <p>Friday 02 December</p> <p>I called Vox Telecoms in the evening (around 18h30) where I was attended by a service agent - who took me through some router configs (which were all in order) and then concluded that the actual fibre link is down, implying that Fibrehoods will have to come and resolve the issue. He confidently assured me that the problem will be resolved early morning on 03 December or latest by 03 December mid-day. I asked him for a reference number - to which he said that I will recieve a text message with the Ref number. I eneded the call around 19h30 and I did not recieve a text confirming a reference number.</p> <p> </p> <p>Saturday, 03 December</p> <p>I waited for someone from Fibrehoods/ Vox to contact me to confirm that issue has been resolved - I recieved none. I phoned Vox again in the evening, only to find out that a ticket was never logged. A ticket was then logged and again I was promised that issue will be resolved on Sunday.</p> <p> </p> <p>Sunday 04 December</p> <p>No communciation or contact from Vox/Fibrehoods - I phoned again. I was told that a person by the name of Tyrion (pronounced Tee-Ri-Un) was responsible for my ticket and he was busy on another call. I opted to wait - and waited for roughly 10 minutes before the agent said that Tee-Ri-Un is almost finished with the call - and he will call me back in 5 minutes. I recieved no call from Tee-Ri-Un. 45 minutes down the line - I call again and I was then assured that Tee-Ri-Un will call me and that someone from Fibrehoods will come and resolve the issue on Monday</p> <p> </p> <p>Monday 05 December</p> <p>No communication or contact from Vox Fibrehoods - no call from Tee-Ri-Un</p> <p> </p> <p>Tuesday 06 December</p> <p>No communication or contact from Vox/ Fibrehoods - no call from Tee-Ri-Un - I called the call center again and I highlighted to the agent who answered the call that the person who is actually responsible for handling my ticket is not even bothering to contact me - which shows a shambolic customer service - he profusely apologized on behalf of his *********** colleague -and assured me that he will call me back with a status update. I unfortunately missed his call but he did drop me a text message and I quote "Good day Sir, Please note that fibrehoods has confirmed that they will be sending a technician out on site tomorrow. Thank you - Vox-telecom", this was sent at 13h39.</p> <p> </p> <p>Wednesday 07 December</p> <p>No communication or contact from Vox/ Fibrehoods - no call from Tee-Ri-Un - I called the call center again at around 14h30 - this time another call centre agent answered the call and I again iterated my issue to him and again he profusely apologized for his *********** colleague and he asked me if I was at home - I simply said that there is someone at the premises to let the technicians in if they need access - He said that as per the ticket - it says that Fibrehoods will be sneding a technician out on site tomorrow - to which I obviously objected and said that that message was sent to me yesterday. He promised to provide me with an update . I recieved a text message at 15h22 and I quote "Vox Valued Customer, We are pending for an ETA with FH. We will provide and update asap. Regards Vox"</p> <p> </p> <p>"Vox Valued Customer" - Vox does not value their customer even one bit, no sense of responsibility or accountabiltiy shown by their personnel - I am surprised how I have recieved text messages saying technician will be out on site tomorrow and then pending an ETA - No co-ordination what so ever, and a pathetic attempt at customer service - not sure if Vox hould even be allowed to call this a service. </p>