Mind bogglingly bad!

This was an email to Vox. Take note and beware.

To whom it may concern

I hereby give notice to terminate Vox services to my home. I believe one calendar months’ notice is required.

• My internet was/has been down since Friday 24 November 2023 - ~3 pm. • Both my son and myself called the support desk numerous times from Friday, over the weekend and again on Monday. • We were told that a ticket had been logged and that technicians would be coming out on Monday. • We were told that the technicians don’t work on weekends but that they would be out first thing on Monday morning. How can you run a business that requires support 24x7 with no technicians on a weekend? • When we checked first thing on Monday morning, no ticket had been logged. We had to again request for a technician to come out. • Even though the call centre support staff had identified that the router and possibly the boosters had been a problem due to updating our system or maintenance done from the Vox side; when the Frogfoot technicians came out, they did not have the equipment to fix the problem. They only do the hardware/box side of things. Vox and Frogfoot are the same company, so what happened to the ticket logged where we had already identified that the fibre line was not the issue, but that the router was the problem???? • We again had to call the call centre and there was huge reluctance to call a technician from Vox. We had to literally shout and beg to request a technician. This was on Monday and a technician was only allocated for today. The call centre person was trying to get my son to fix the issue even though he is not technical and it is not his job! My son put the call on speaker and I asked the person to just send a technician and after hours of calls and huge frustration and stress, he told me not to be rude. What did he expect exactly!!!!???? • I work from home and my son is in the middle of exams. What were we supposed to do with no internet until today? • Needless to say, we had to call in another service provider that assisted with our issue within 30 minutes. We have also cancelled the Vox technician for today as we do not trust the expertise judging by the lack of assistance from Frogfoot technicians that should have been updated on the full extent of the issue at the outset. • The call centre staff seem to have a mandate to fob customers off (I would also use the term lie to customers) and the reluctance from both the call centre staff and the Frogfoot technicians to actually assist when the problem is clear, is unbelievable. They like to tell you that Frogfoot and Vox are separate so that they can pass blame. • Having to buy airtime and data to make constant calls and to have some internet in order to work whilst down has cost R1334,50. I do expect Vox to either reimburse me or waive my December internet fee. If nothing is done, I will reverse the debit order. • Please make sure that you cancel the debit order on your side, as by the end of December, we will no longer be using Vox services. • We expect you to release the line with no issues to our new provider too. Sooner rather than later would be the correct approach but we expect full service until our new line is up and running. • I have also added the DA into this email as we have an unemployment issue in South Africa and clearly Vox and Frogfoot have a huge opportunity to create technical support jobs over weekends and holidays! • This is the 2nd time that we have had major internet outages with Vox/Frogfoot. The last time the excuses were also quite unbelievable and again, blame was passed from Vox to Frogfoot even though we know that they are the same company! The first time, the line had not been properly secured and installed, but the technicians tried to blame a rat for eating the wire. In a house full of wires, a rat apparently ate the same internet wire in the same place. Really! • I will also be adding to the terrible reviews Vox has online. Vox Telecom Reviews | Contact Vox Telecom - Internet & Telecoms - 3.9 TrustIndex | Hellopeter.com

Please ensure that you respond to me on my notice, cancelling my debit order and reimbursing me costs incurred due to bad service on your side.