NO RESPONSE ON CANCELLATIONS EMAILS FOR OVER A MONTH!!!
It has been over a month since we have emailed Vox cancellations (22nd June 2023) since we were told that it is what we should do by our rep. We have signed up with Vox in March and they have done NO INSTALLATION on our property since we had fibre already installed on our property as we were using it before. We are moving into a new place and we need our place to have internet but we are not getting any response. The rep told us that we will need to cancel and pay R2500 for the installation that forms a part of the contract that we have signed should we cancel within 12 months. They are forcing us to cancel the services and then we have to sign up with them again. What I would like to know is why charge installation if it was only a connection done and there was no installation as it was all done already. Then you want us to sign up with you again??? And you never answer your emails. It has been over a month that we requested feedback from you using your cancellations email that we were told to use. I have followed up 3 times and still no response. You are practically waiting for another installment to go off and then want to charge us R2500 for an installation that was never done. We will not continue to use your services.
Thank you for your review.
Kindly note that the details of your complaint has been sent to the Account Manager to assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your complaint has been sent to the Account Manager to assist.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest.
Kind Regards,
Vox