1 reviews | Active since Sept 2014
No VOX fibre connection-several attempts to get it resolved
I have a VOX fibre connection at home. The connection has been non existent since 2 Sep. I logged a call on the 2nd Sep at around 11am (*** 9281) and was told that my line is faulty. This will need to be escalated to PMO and they would call me back. No call received from them till the 3rd. I emailed the help address at 07:26 am with my ref number on the 3rd and all I got was another ref number. I called again at 15:00 on the 3rd and they tell me that they will escalate it as high priority. Vox uses SMS's, emails and robo calls to constantly remind you to pay your account yet when the service you pay for goes down, the client needs to call several times to have it resolved. Please be very aware of dealing with VOX, rather use more customer focused companies for your fibre needs.
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
After calling on the 2nd & 3rd September, I was forced to call again on the 6th September to enquire on the status of my repair. Fortunately, a gentleman named Nigel assisted me and immediately picked up that the issue was with VUMA. He escalated it to VUMA and the issue was resolved in a few hours. Credit where its due, Nigel was super efficient and understood the problem and proposed a solution.
Unfortunately, the general customer service from VOX is pathetic. I needed to call in 3 times to have an issue resolved that literally could have been fixed in a few hours.
I refuse to pay for the days that no service was rendered to me, from the 2nd to the 5th September.
To any potential VOX clients out there, please be wary of signing up with a service provider that sends several reminders to pay the account by the due date, yet cant even send an email to keep a customer updated on a technical issue.
After calling on the 2nd & 3rd September, I was forced to call again on the 6th September to enquire on the status of my repair. Fortunately, a gentleman named Nigel assisted me and immediately picked up that the issue was with VUMA. He escalated it to VUMA and the issue was resolved in a few hours. Credit where its due, Nigel was super efficient and understood the problem and proposed a solution.
Unfortunately, the general customer service from VOX is pathetic. I needed to call in 3 times to have an issue resolved that literally could have been fixed in a few hours.
I refuse to pay for the days that no service was rendered to me, from the 2nd to the 5th September.
To any potential VOX clients out there, please be wary of signing up with a service provider that sends several reminders to pay the account by the due date, yet cant even send an email to keep a customer updated on a technical issue.