SK
Stafford K
1 reviews | Active since May 2016
25 May 2022, 14:44
No Credit Passed For Vox Problem.
Our neighbour had a fibre installation done and in the process disconnected our line which took around 5 days to sort out. In this time, I was charged for the use of the line. When I complained I was told that I had agreed to a 'best effort' contract and as such, they would not credit me for the lost time.
How is this a best effort? Surely if a technician disconnects a line, this is just no effort?
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Vox Telecom's replyOfficial
25 May 2022, 15:35Good day , Stafford K
Thank you for your review.
We received confirmation that our customer service team did make contact with you regards to this complaint.
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.
The services performs to the best of its ability and should any issues arise; we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
The Network Provider , Metrofibre also confirmed an outage on the 29th of March , whereby notices was sent to all customers.
The link was reported to the Network Provider , Metrofibre on the 30 the of March , and restored the 3rd of April 2022
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your review.
We received confirmation that our customer service team did make contact with you regards to this complaint.
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.
The services performs to the best of its ability and should any issues arise; we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
The Network Provider , Metrofibre also confirmed an outage on the 29th of March , whereby notices was sent to all customers.
The link was reported to the Network Provider , Metrofibre on the 30 the of March , and restored the 3rd of April 2022
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Vox Telecom's reply25 May 2022, 15:35
Official
Good day , Stafford K
Thank you for your review.
We received confirmation that our customer service team did make contact with you regards to this complaint.
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.
The services performs to the best of its ability and should any issues arise; we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
The Network Provider , Metrofibre also confirmed an outage on the 29th of March , whereby notices was sent to all customers.
The link was reported to the Network Provider , Metrofibre on the 30 the of March , and restored the 3rd of April 2022
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your review.
We received confirmation that our customer service team did make contact with you regards to this complaint.
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.
The services performs to the best of its ability and should any issues arise; we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
The Network Provider , Metrofibre also confirmed an outage on the 29th of March , whereby notices was sent to all customers.
The link was reported to the Network Provider , Metrofibre on the 30 the of March , and restored the 3rd of April 2022
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox