TK
Tobias K
1 reviews | Active since Oct 2013
17 Nov 2024, 11:26
No compensation for being offline for a week.
After cable theft in Hout Bay, our internet connection has been disrupted badly. I am not blaming Vox for the theft of course but it took them 5 days to fix the issue constantly blaming the fibre cable provider for causing trouble. After the issue has been finally resolved (other providers took not even 2 days) they refused to even consider compensation for the disputed service. They first excused themselves with their 3 day remediation clause and later with telling me that it is a 'service as it comes'. Seriously? Oh well, can I then pay as I please in return? I have been happy till then, that's why I give it 2 stars. The recent experience is minus 10 stars!
Helpful (0)
Replies (3)0
Replies (3)
Vox Telecom's replyOfficial
17 Nov 2024, 11:46Good day, Tobias
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist ,
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist ,
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply17 Nov 2024, 11:46
Official
Good day, Tobias
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist ,
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Please note that the details of your complaint has been sent to the Customer Service team to investigate the matter and assist ,
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's replyOfficial
18 Nov 2024, 09:02Good day, Tobias
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Customer Service team has made contact and assisted accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Customer Service team has made contact and assisted accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Vox Telecom's reply18 Nov 2024, 09:02
Official
Good day, Tobias
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Customer Service team has made contact and assisted accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the Customer Service team has made contact and assisted accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
TK
Tobias K's updateReviewer Update
18 Nov 2024, 09:40Yes, the “customer service” centre has been in touch but has not resolved the matter to my satisfaction.
I will now explore other providers and soon cancel my contract with you as well as sharing my experience..
I will now explore other providers and soon cancel my contract with you as well as sharing my experience..
TK
Tobias K's update18 Nov 2024, 09:40
Reviewer Update
Yes, the “customer service” centre has been in touch but has not resolved the matter to my satisfaction.
I will now explore other providers and soon cancel my contract with you as well as sharing my experience..
I will now explore other providers and soon cancel my contract with you as well as sharing my experience..