CJ
Carla J
1 reviews | Active since Feb 2015
25 Mar 2024, 09:28
Not a happy customer
Sometimes you get absolutely amazing service from them. For my latest issue, however, this is not the case. I have been trying to get my speed fixed for over 2 weeks now and not getting any support. Upgraded from 500Mb to 1G line, yet speeds on wifi have not changed. You are promised call backs but nothing has happened. Why upgrade if the line does not change?
Helpful (0)
Replies (3)0
Replies (3)
Vox Telecom's replyOfficial
25 Mar 2024, 09:40Good day, Carla.
Thank you for your review.
Kindly note that we have escalated the details of your complaint to the Support team to contact you and assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your complaint to the Support team to contact you and assist with the resolution thereof.
Kind Regards,
Vox
Vox Telecom's reply25 Mar 2024, 09:40
Official
Good day, Carla.
Thank you for your review.
Kindly note that we have escalated the details of your complaint to the Support team to contact you and assist with the resolution thereof.
Kind Regards,
Vox
Thank you for your review.
Kindly note that we have escalated the details of your complaint to the Support team to contact you and assist with the resolution thereof.
Kind Regards,
Vox
Vox Telecom's replyOfficial
18 Apr 2024, 11:18Good day, Carla.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation from our onsite support team that the issue is only on Wi-Fi.
This is because of the limitation from 5Ghz. The Lan is perfect. The Onsite support team ordered Wi-Fi equipment to go test.
The onsite team will remain in contact and assist 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 from our onsite support team that the issue is only on Wi-Fi.
This is because of the limitation from 5Ghz. The Lan is perfect. The Onsite support team ordered Wi-Fi equipment to go test.
The onsite team will remain in contact and assist accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Vox Telecom's reply18 Apr 2024, 11:18
Official
Good day, Carla.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation from our onsite support team that the issue is only on Wi-Fi.
This is because of the limitation from 5Ghz. The Lan is perfect. The Onsite support team ordered Wi-Fi equipment to go test.
The onsite team will remain in contact and assist 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 from our onsite support team that the issue is only on Wi-Fi.
This is because of the limitation from 5Ghz. The Lan is perfect. The Onsite support team ordered Wi-Fi equipment to go test.
The onsite team will remain in contact and assist accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
CJ
Carla J's updateReviewer Update
22 Apr 2024, 06:38Good morning Team Vox
Please note: I always told them the issue was only on WIFI. I have said from the start that LAN was not a problem, but you continued to send teams to my house. However, this information was constantly not communicated to the teams. I have seen the notes the teams get, and LAN was constantly mentioned as an issue, whilst in all my calls and emails I mentioned LAN is perfectly fine. (except 1 issue on Sunday where everything was down)
I think urgent training is needed that could have avoided sending out 6 teams to my location.
If the person selling me the 1GB line had just told me: Please note, your router will only go up to 500MB and cannot do 1GB, you will need to get a wifi-6 router, this could have all been avoided. What's interesting is that nobody told me this. Every technician that came, except the last person and somebody from the escalation team, told me the router should give me better speeds.
Had I known I cannot get 1GB speeds on wifi, I would not have upgraded. But more importantly, you could have saved a lot of time, frustration and costs sending out teams.
I am now awaiting a cost to upgrade the router to wifi-6 and reconnecting it to boosters/extenders in the house. Hoping to get those costs soon so I can actually get 1GB on wifi.
I really think communication here failed, between us (supplier and client) as well as internally. The fact that a technician was sent out with a note to say my LAN has bad speeds, whilst this was never the case, is testament of this. Training of the support team on what information to give and pass on is crucial.
Happy to give you further feedback over a phone call.
Please note: I always told them the issue was only on WIFI. I have said from the start that LAN was not a problem, but you continued to send teams to my house. However, this information was constantly not communicated to the teams. I have seen the notes the teams get, and LAN was constantly mentioned as an issue, whilst in all my calls and emails I mentioned LAN is perfectly fine. (except 1 issue on Sunday where everything was down)
I think urgent training is needed that could have avoided sending out 6 teams to my location.
If the person selling me the 1GB line had just told me: Please note, your router will only go up to 500MB and cannot do 1GB, you will need to get a wifi-6 router, this could have all been avoided. What's interesting is that nobody told me this. Every technician that came, except the last person and somebody from the escalation team, told me the router should give me better speeds.
Had I known I cannot get 1GB speeds on wifi, I would not have upgraded. But more importantly, you could have saved a lot of time, frustration and costs sending out teams.
I am now awaiting a cost to upgrade the router to wifi-6 and reconnecting it to boosters/extenders in the house. Hoping to get those costs soon so I can actually get 1GB on wifi.
I really think communication here failed, between us (supplier and client) as well as internally. The fact that a technician was sent out with a note to say my LAN has bad speeds, whilst this was never the case, is testament of this. Training of the support team on what information to give and pass on is crucial.
Happy to give you further feedback over a phone call.
CJ
Carla J's update22 Apr 2024, 06:38
Reviewer Update
Good morning Team Vox
Please note: I always told them the issue was only on WIFI. I have said from the start that LAN was not a problem, but you continued to send teams to my house. However, this information was constantly not communicated to the teams. I have seen the notes the teams get, and LAN was constantly mentioned as an issue, whilst in all my calls and emails I mentioned LAN is perfectly fine. (except 1 issue on Sunday where everything was down)
I think urgent training is needed that could have avoided sending out 6 teams to my location.
If the person selling me the 1GB line had just told me: Please note, your router will only go up to 500MB and cannot do 1GB, you will need to get a wifi-6 router, this could have all been avoided. What's interesting is that nobody told me this. Every technician that came, except the last person and somebody from the escalation team, told me the router should give me better speeds.
Had I known I cannot get 1GB speeds on wifi, I would not have upgraded. But more importantly, you could have saved a lot of time, frustration and costs sending out teams.
I am now awaiting a cost to upgrade the router to wifi-6 and reconnecting it to boosters/extenders in the house. Hoping to get those costs soon so I can actually get 1GB on wifi.
I really think communication here failed, between us (supplier and client) as well as internally. The fact that a technician was sent out with a note to say my LAN has bad speeds, whilst this was never the case, is testament of this. Training of the support team on what information to give and pass on is crucial.
Happy to give you further feedback over a phone call.
Please note: I always told them the issue was only on WIFI. I have said from the start that LAN was not a problem, but you continued to send teams to my house. However, this information was constantly not communicated to the teams. I have seen the notes the teams get, and LAN was constantly mentioned as an issue, whilst in all my calls and emails I mentioned LAN is perfectly fine. (except 1 issue on Sunday where everything was down)
I think urgent training is needed that could have avoided sending out 6 teams to my location.
If the person selling me the 1GB line had just told me: Please note, your router will only go up to 500MB and cannot do 1GB, you will need to get a wifi-6 router, this could have all been avoided. What's interesting is that nobody told me this. Every technician that came, except the last person and somebody from the escalation team, told me the router should give me better speeds.
Had I known I cannot get 1GB speeds on wifi, I would not have upgraded. But more importantly, you could have saved a lot of time, frustration and costs sending out teams.
I am now awaiting a cost to upgrade the router to wifi-6 and reconnecting it to boosters/extenders in the house. Hoping to get those costs soon so I can actually get 1GB on wifi.
I really think communication here failed, between us (supplier and client) as well as internally. The fact that a technician was sent out with a note to say my LAN has bad speeds, whilst this was never the case, is testament of this. Training of the support team on what information to give and pass on is crucial.
Happy to give you further feedback over a phone call.