Loading... (The wifi is slow, we apologise for the inconvenience)

I have been with Vox for just under 2 years now, and I could (past tense) say on average that the had the best customer service and great network performance. In my view I think it is okay where on occasion the wifi might be down, and it warrants a call to technical support for assistance. Unfortunately, this time round the customer service was not up to par, and I am disappointed.

I have been having issues with my network strength, and intermittent connections for the past week and a half now (my problems started at the end of July), and after countless calls, reference numbers (VOX***2; VOX***0; VOX***2; VOX***5), and an escalation I think I am ready to call it quits with the company. The consultants try and assist, but they are not adept with the more advance troubleshooting requests. The one consultant recommended that I use a LAN cable, which is a good idea I would admin, but I still need to find a way to plug the LAN into every cell phone in the household and the wireless devices too. I tried to explain that my neighbourhood already had many routers active before I installed my wifi, and I have never had this problem. For instance, I could stand at least 5 metres away the router and I would still have difficulty connecting, whereas before this issue I could connect to my wifi from across the street. I think it's safe to say adding wifi extenders would be a prodigal exercise.

A manager tried to change a few settings on the router yesterday and it worked perfectly well ****il tonight). If he can make changes and they worked temporarily, I think its safe to say there definitely is an issue with the router. I am a strong believer in discretionary freedom, thus I would endure a bit of bad customer service before I become irate, but I think after tonight, I've had enough. I fail to understand why only after I become visibly upset (and countless calls) the idea of sending a technician over to test everything becomes a good idea.

In addition, I do not know why I am being charged more than what is posted on your website. This is very dishonest. Why don't existing customers benefit form the lower advertised prices?

I am wholeheartedly disappointed in Vox and their customer service. They were my preferred ISP and I would recommend them to friends and family. Unfortunately, I have lost confidence in the company and brand, and I think it would take some doing to build that confidence again.