KB
Kyle B
1 reviews | Active since Aug 2023
05 Jun 2025, 10:26
Ongoing Fibre Line Stability Issue (Post-Upgrade) – Urgent Clarification and Request for Immediate Resolution
I upgraded my fibre line with Vox from 200Mbps to 500Mbps at the end of February 2025, and since that very day, my connection has become unstable and unreliable.
Let me be crystal clear: This is NOT a speed issue.
I receive full speeds when the connection is up. The problem is that under high usage — like large downloads — the line crashes or disconnects, and the internet drops completely. This instability is further shown by the severe packet loss experienced when the line is under load. The only way to restore it is by manually restarting the ONT. The router does not need to be rebooted, which is an important detail that Vox keeps ignoring.
What’s gone wrong:
February 28, 2025: 500Mbps upgrade goes live. Connection becomes unstable under high load.
- Pre-upgrade (200Mbps): Service was 100% stable and reliable.
- Since upgrade: Disconnections happen frequently when using the full capacity of the line. This requires manual ONT restarts every time.
- I’ve explained this exact issue to over 15 support agents — including several who I’ve had repeat conversations with — and yet the issue continues to be misunderstood and miscommunicated.
Support Failures:
- Vox keeps calling me asking about “speed problems,” which I’ve never had.
- Every escalation to Vumatel (the infrastructure provider) has described the problem as “slow speeds” instead of line crashes under load, despite me correcting this many times.
- My tickets are repeatedly closed after temporary fixes like rebooting the ONT — which only masks the issue, not resolves it.
- May 5 (Ticket #VOX***9): Technician reconfigured my router but did not perform any of the testing that was promised during the support call.
- May 6 (Ticket #VOX***2, Vumatel Ref: ***): Another escalation that didn’t clearly communicate the actual issue.
- May 19: A second technician visited, spent hours testing, swapped the router, confirmed packet loss and disconnections — but still couldn’t resolve the problem. I have not heard back since...
After more than three months, I still have an unreliable connection. Support continues to misrepresent the issue in notes and escalations. I work from home, and this is directly impacting my ability to do my job.
I’ve been extremely patient, detailed, and cooperative — but Vox has not delivered a working service.
I’ve asked for proper escalation to Vumatel with the correct issue description. Full review of the ONT device, physical fibre line, ONT provisioning, line stability, and any shaping or misconfiguration issues.
What I am expecting now is an urgent resolution — or at the very least, a rollback to 200Mbps, where I had no problems.
If Vox and Vumatel cannot fix this issue soon, I will be cancelling my service and moving to a more competent provider. I’ve wasted hours of my time explaining the same problem repeatedly, only to be ignored or misinterpreted.
Vox needs to take responsibility for this — I’m not paying for a connection that drops every time I use it properly.
Helpful (0)
Replies (9)0
Replies (9)
Vox Telecom's replyOfficial
05 Jun 2025, 10:36Good day Kyle
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply05 Jun 2025, 10:36
Official
Good day Kyle
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's replyOfficial
06 Jun 2025, 13:40Good day Kyle
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the support 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 support 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 reply06 Jun 2025, 13:40
Official
Good day Kyle
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the support 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 support team has made contact and assisted accordingly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
KB
Kyle B's updateReviewer Update
13 Jun 2025, 07:52They informed me that Vumatel is now load balancing 500mbps and 1Gbps lines effectively making them useless to anyone. I was forced to downgrade back to 200mbps and I AM STILL BEING LOAD BALANCED. SORT THIS NOW!
KB
Kyle B's update13 Jun 2025, 07:52
Reviewer Update
They informed me that Vumatel is now load balancing 500mbps and 1Gbps lines effectively making them useless to anyone. I was forced to downgrade back to 200mbps and I AM STILL BEING LOAD BALANCED. SORT THIS NOW!
KB
Kyle B's updateReviewer Update
24 Jun 2025, 10:3811 days and still no resolution to the issue. Vox has sent out yet another technician who has done the exact same thing the previous two did, reconfiguring the router. I'm struggling to understand how I get told that Vumatel is load balancing my line and vox sends out their own tech and not a vuma tech. Vox did raise a another ticket with Vumatel which was marked as resolved the next day without resolving anything, this makes the 5th ticket Vumatel has closed falsely claiming the issue has been fixed.
At this point I can't understand why Vumatel has not sent someone on site to investigate their ONT and their physical line to the hub... I don't know if there poor communication between Vox and Vumatel, but I'm beginning to think Vox is incorrectly relaying the issue to Vumatel.
It is now 4 months of this and it isn't being taken seriously and it has cost me tens of thousands in income lost due to the issue.
At this point I can't understand why Vumatel has not sent someone on site to investigate their ONT and their physical line to the hub... I don't know if there poor communication between Vox and Vumatel, but I'm beginning to think Vox is incorrectly relaying the issue to Vumatel.
It is now 4 months of this and it isn't being taken seriously and it has cost me tens of thousands in income lost due to the issue.
KB
Kyle B's update24 Jun 2025, 10:38
Reviewer Update
11 days and still no resolution to the issue. Vox has sent out yet another technician who has done the exact same thing the previous two did, reconfiguring the router. I'm struggling to understand how I get told that Vumatel is load balancing my line and vox sends out their own tech and not a vuma tech. Vox did raise a another ticket with Vumatel which was marked as resolved the next day without resolving anything, this makes the 5th ticket Vumatel has closed falsely claiming the issue has been fixed.
At this point I can't understand why Vumatel has not sent someone on site to investigate their ONT and their physical line to the hub... I don't know if there poor communication between Vox and Vumatel, but I'm beginning to think Vox is incorrectly relaying the issue to Vumatel.
It is now 4 months of this and it isn't being taken seriously and it has cost me tens of thousands in income lost due to the issue.
At this point I can't understand why Vumatel has not sent someone on site to investigate their ONT and their physical line to the hub... I don't know if there poor communication between Vox and Vumatel, but I'm beginning to think Vox is incorrectly relaying the issue to Vumatel.
It is now 4 months of this and it isn't being taken seriously and it has cost me tens of thousands in income lost due to the issue.
KB
Kyle B's updateReviewer Update
23 Jul 2025, 21:28I had a brief period where my line operated as expected, after numerous technicians coming on-site. Since 20 July I have once again had the same issue resurface.
I spoke to the Vumatel Area Manager and he is willing to install a device that monitors the network to prove the issue is on Vox's end, he has had to do this for multiple Vumatel customers to prove it is Vox. Him willing to do that and based on our conversation has me 100% convinced Vox is throttling my network and attempting to blame Vumatel.
Vox has until the end of the month to remove this throttle or I will be cancelling my services with them. This has been a recurring issues since my line was upgraded back in February. Everything points to Vox as the issue.
I spoke to the Vumatel Area Manager and he is willing to install a device that monitors the network to prove the issue is on Vox's end, he has had to do this for multiple Vumatel customers to prove it is Vox. Him willing to do that and based on our conversation has me 100% convinced Vox is throttling my network and attempting to blame Vumatel.
Vox has until the end of the month to remove this throttle or I will be cancelling my services with them. This has been a recurring issues since my line was upgraded back in February. Everything points to Vox as the issue.
KB
Kyle B's update23 Jul 2025, 21:28
Reviewer Update
I had a brief period where my line operated as expected, after numerous technicians coming on-site. Since 20 July I have once again had the same issue resurface.
I spoke to the Vumatel Area Manager and he is willing to install a device that monitors the network to prove the issue is on Vox's end, he has had to do this for multiple Vumatel customers to prove it is Vox. Him willing to do that and based on our conversation has me 100% convinced Vox is throttling my network and attempting to blame Vumatel.
Vox has until the end of the month to remove this throttle or I will be cancelling my services with them. This has been a recurring issues since my line was upgraded back in February. Everything points to Vox as the issue.
I spoke to the Vumatel Area Manager and he is willing to install a device that monitors the network to prove the issue is on Vox's end, he has had to do this for multiple Vumatel customers to prove it is Vox. Him willing to do that and based on our conversation has me 100% convinced Vox is throttling my network and attempting to blame Vumatel.
Vox has until the end of the month to remove this throttle or I will be cancelling my services with them. This has been a recurring issues since my line was upgraded back in February. Everything points to Vox as the issue.
Vox Telecom's replyOfficial
23 Jul 2025, 21:44Good day Kyle B,
Thank you for your enquiry. We appreciate your patience as we investigate this matter further.
Your enquiry has been escalated to our Support team, and we will provide you with feedback as soon as possible.
Please note that we will communicate with you directly via our official company channels, as listed on our website.
Kind Regards,
Vox
Thank you for your enquiry. We appreciate your patience as we investigate this matter further.
Your enquiry has been escalated to our Support team, and we will provide you with feedback as soon as possible.
Please note that we will communicate with you directly via our official company channels, as listed on our website.
Kind Regards,
Vox
Vox Telecom's reply23 Jul 2025, 21:44
Official
Good day Kyle B,
Thank you for your enquiry. We appreciate your patience as we investigate this matter further.
Your enquiry has been escalated to our Support team, and we will provide you with feedback as soon as possible.
Please note that we will communicate with you directly via our official company channels, as listed on our website.
Kind Regards,
Vox
Thank you for your enquiry. We appreciate your patience as we investigate this matter further.
Your enquiry has been escalated to our Support team, and we will provide you with feedback as soon as possible.
Please note that we will communicate with you directly via our official company channels, as listed on our website.
Kind Regards,
Vox
KB
Kyle B's updateReviewer Update
16 Sept 2025, 09:23I’d like to provide an update and further clarify the ongoing issue.
During a joint site meeting with Vox and Vumatel on August 21, we were unable to reach my initial vox point of contact, Neeresh, so we connected with Darryn (a Vox manager) via Microsoft Teams. The session was productive — Darryn explained that the connectivity issues I’ve been facing are tied to the number of active ports on my account.
Using the router configuration interface, he demonstrated that once my connection reaches between 200–250 active ports for an extended period, the Vox server initiates soft-disconnects lasting between 1–5 minutes. This behavior aligns exactly with the disconnections I’ve been experiencing.
To confirm this, we replicated my standard work usage with two Vumatel technicians, a Vox technician, and Darryn present. By simply opening a few work tabs and downloading files, the port count exceeded 300 almost immediately — at which point the issue reproduced. The Vumatel team left after this, concluding the problem was on Vox’s side.
Darryn recommended the Dynamic IP enhancement as a solution and activated it during the meeting, confirming the change live. Unfortunately, despite this change, I am still facing the same issue. Based on how the issue presents — especially with port limitations triggering disconnections — it appears that some form of Fair-Use Policy (FUP) or throttling may be app**** to my account.
This is concerning because Vox explicitly advertises no FUP or throttling. Additionally, I asked three friends on similar high-tier Vox packages to test their connections, and all of them exceeded 300 active ports without issues — further suggesting something is specifically affecting my account.
Darryn, the technicians, and others I’ve spoken with all indicated that setting up a new data account is a relatively straightforward solution. However, I was previously told by Neeresh that this wasn’t possible, which is confusing given the feedback from his own team.
As a next step, I am formally requesting that either:
Any FUP or throttling measures be removed from my account, or
A new data account be provisioned to replace the potentially faulty one currently assigned to me.
If neither of these options can be provided, I will unfortunately have to begin the process of cancelling my service and escalating the matter further.
Thank you for your time. I hope we can resolve this constructively.
During a joint site meeting with Vox and Vumatel on August 21, we were unable to reach my initial vox point of contact, Neeresh, so we connected with Darryn (a Vox manager) via Microsoft Teams. The session was productive — Darryn explained that the connectivity issues I’ve been facing are tied to the number of active ports on my account.
Using the router configuration interface, he demonstrated that once my connection reaches between 200–250 active ports for an extended period, the Vox server initiates soft-disconnects lasting between 1–5 minutes. This behavior aligns exactly with the disconnections I’ve been experiencing.
To confirm this, we replicated my standard work usage with two Vumatel technicians, a Vox technician, and Darryn present. By simply opening a few work tabs and downloading files, the port count exceeded 300 almost immediately — at which point the issue reproduced. The Vumatel team left after this, concluding the problem was on Vox’s side.
Darryn recommended the Dynamic IP enhancement as a solution and activated it during the meeting, confirming the change live. Unfortunately, despite this change, I am still facing the same issue. Based on how the issue presents — especially with port limitations triggering disconnections — it appears that some form of Fair-Use Policy (FUP) or throttling may be app**** to my account.
This is concerning because Vox explicitly advertises no FUP or throttling. Additionally, I asked three friends on similar high-tier Vox packages to test their connections, and all of them exceeded 300 active ports without issues — further suggesting something is specifically affecting my account.
Darryn, the technicians, and others I’ve spoken with all indicated that setting up a new data account is a relatively straightforward solution. However, I was previously told by Neeresh that this wasn’t possible, which is confusing given the feedback from his own team.
As a next step, I am formally requesting that either:
Any FUP or throttling measures be removed from my account, or
A new data account be provisioned to replace the potentially faulty one currently assigned to me.
If neither of these options can be provided, I will unfortunately have to begin the process of cancelling my service and escalating the matter further.
Thank you for your time. I hope we can resolve this constructively.
KB
Kyle B's update16 Sept 2025, 09:23
Reviewer Update
I’d like to provide an update and further clarify the ongoing issue.
During a joint site meeting with Vox and Vumatel on August 21, we were unable to reach my initial vox point of contact, Neeresh, so we connected with Darryn (a Vox manager) via Microsoft Teams. The session was productive — Darryn explained that the connectivity issues I’ve been facing are tied to the number of active ports on my account.
Using the router configuration interface, he demonstrated that once my connection reaches between 200–250 active ports for an extended period, the Vox server initiates soft-disconnects lasting between 1–5 minutes. This behavior aligns exactly with the disconnections I’ve been experiencing.
To confirm this, we replicated my standard work usage with two Vumatel technicians, a Vox technician, and Darryn present. By simply opening a few work tabs and downloading files, the port count exceeded 300 almost immediately — at which point the issue reproduced. The Vumatel team left after this, concluding the problem was on Vox’s side.
Darryn recommended the Dynamic IP enhancement as a solution and activated it during the meeting, confirming the change live. Unfortunately, despite this change, I am still facing the same issue. Based on how the issue presents — especially with port limitations triggering disconnections — it appears that some form of Fair-Use Policy (FUP) or throttling may be app**** to my account.
This is concerning because Vox explicitly advertises no FUP or throttling. Additionally, I asked three friends on similar high-tier Vox packages to test their connections, and all of them exceeded 300 active ports without issues — further suggesting something is specifically affecting my account.
Darryn, the technicians, and others I’ve spoken with all indicated that setting up a new data account is a relatively straightforward solution. However, I was previously told by Neeresh that this wasn’t possible, which is confusing given the feedback from his own team.
As a next step, I am formally requesting that either:
Any FUP or throttling measures be removed from my account, or
A new data account be provisioned to replace the potentially faulty one currently assigned to me.
If neither of these options can be provided, I will unfortunately have to begin the process of cancelling my service and escalating the matter further.
Thank you for your time. I hope we can resolve this constructively.
During a joint site meeting with Vox and Vumatel on August 21, we were unable to reach my initial vox point of contact, Neeresh, so we connected with Darryn (a Vox manager) via Microsoft Teams. The session was productive — Darryn explained that the connectivity issues I’ve been facing are tied to the number of active ports on my account.
Using the router configuration interface, he demonstrated that once my connection reaches between 200–250 active ports for an extended period, the Vox server initiates soft-disconnects lasting between 1–5 minutes. This behavior aligns exactly with the disconnections I’ve been experiencing.
To confirm this, we replicated my standard work usage with two Vumatel technicians, a Vox technician, and Darryn present. By simply opening a few work tabs and downloading files, the port count exceeded 300 almost immediately — at which point the issue reproduced. The Vumatel team left after this, concluding the problem was on Vox’s side.
Darryn recommended the Dynamic IP enhancement as a solution and activated it during the meeting, confirming the change live. Unfortunately, despite this change, I am still facing the same issue. Based on how the issue presents — especially with port limitations triggering disconnections — it appears that some form of Fair-Use Policy (FUP) or throttling may be app**** to my account.
This is concerning because Vox explicitly advertises no FUP or throttling. Additionally, I asked three friends on similar high-tier Vox packages to test their connections, and all of them exceeded 300 active ports without issues — further suggesting something is specifically affecting my account.
Darryn, the technicians, and others I’ve spoken with all indicated that setting up a new data account is a relatively straightforward solution. However, I was previously told by Neeresh that this wasn’t possible, which is confusing given the feedback from his own team.
As a next step, I am formally requesting that either:
Any FUP or throttling measures be removed from my account, or
A new data account be provisioned to replace the potentially faulty one currently assigned to me.
If neither of these options can be provided, I will unfortunately have to begin the process of cancelling my service and escalating the matter further.
Thank you for your time. I hope we can resolve this constructively.
KB
Kyle B's updateReviewer Update
23 Sept 2025, 13:12Update:
Vox has refused to provide a new data account (PPPOE), claiming it's impossible without completely cancelling my line. I found this bizarre as it's themselves that handle it so it should be possible to do without issues with the right people in power handling it. Surely it's not hard to add another PPPOE account my my vox account
They have also denied the fact (which I have backed by evidence) that they are implementing a fair-use policy.
Evidence: Disconnects are more prominent during peak times (4PM - 6AM and weekends). Only downloading large files causes the disconnects. Recently, during downloads my line is being throttled to exactly 100Mbps (half my speed).
I consulted third-parties who work in this industry and all confirmed this is typical behaviour of a fair-use policy.
At this point it would seem Vox is just running around in circles hoping I give up looking for a resolution. And I will, when I can finally cancel my services, if that's even possible. I had previously requested to cancel and was immediately thrown back into the never ending, waste of time support pipeline. Also, it is worth noting I was threatened with the claw back of the installation fees, despite being a Vox customer at my current residence for over three years. Which firstly is funny because of the timeline and the fact they installed nothing, they did nothing. I was delivered a router and a QR code leading to a good luck do it yourself installation guide.
I have never regretted using a service provider so much before, on the surface they appear to want to help and do everything they can, only that this everything they can excludes taking responsibility and doing what needs to be done to resolve your issue.
Going on 7 months, it's just pathetic now.
Vox has refused to provide a new data account (PPPOE), claiming it's impossible without completely cancelling my line. I found this bizarre as it's themselves that handle it so it should be possible to do without issues with the right people in power handling it. Surely it's not hard to add another PPPOE account my my vox account
They have also denied the fact (which I have backed by evidence) that they are implementing a fair-use policy.
Evidence: Disconnects are more prominent during peak times (4PM - 6AM and weekends). Only downloading large files causes the disconnects. Recently, during downloads my line is being throttled to exactly 100Mbps (half my speed).
I consulted third-parties who work in this industry and all confirmed this is typical behaviour of a fair-use policy.
At this point it would seem Vox is just running around in circles hoping I give up looking for a resolution. And I will, when I can finally cancel my services, if that's even possible. I had previously requested to cancel and was immediately thrown back into the never ending, waste of time support pipeline. Also, it is worth noting I was threatened with the claw back of the installation fees, despite being a Vox customer at my current residence for over three years. Which firstly is funny because of the timeline and the fact they installed nothing, they did nothing. I was delivered a router and a QR code leading to a good luck do it yourself installation guide.
I have never regretted using a service provider so much before, on the surface they appear to want to help and do everything they can, only that this everything they can excludes taking responsibility and doing what needs to be done to resolve your issue.
Going on 7 months, it's just pathetic now.
KB
Kyle B's update23 Sept 2025, 13:12
Reviewer Update
Update:
Vox has refused to provide a new data account (PPPOE), claiming it's impossible without completely cancelling my line. I found this bizarre as it's themselves that handle it so it should be possible to do without issues with the right people in power handling it. Surely it's not hard to add another PPPOE account my my vox account
They have also denied the fact (which I have backed by evidence) that they are implementing a fair-use policy.
Evidence: Disconnects are more prominent during peak times (4PM - 6AM and weekends). Only downloading large files causes the disconnects. Recently, during downloads my line is being throttled to exactly 100Mbps (half my speed).
I consulted third-parties who work in this industry and all confirmed this is typical behaviour of a fair-use policy.
At this point it would seem Vox is just running around in circles hoping I give up looking for a resolution. And I will, when I can finally cancel my services, if that's even possible. I had previously requested to cancel and was immediately thrown back into the never ending, waste of time support pipeline. Also, it is worth noting I was threatened with the claw back of the installation fees, despite being a Vox customer at my current residence for over three years. Which firstly is funny because of the timeline and the fact they installed nothing, they did nothing. I was delivered a router and a QR code leading to a good luck do it yourself installation guide.
I have never regretted using a service provider so much before, on the surface they appear to want to help and do everything they can, only that this everything they can excludes taking responsibility and doing what needs to be done to resolve your issue.
Going on 7 months, it's just pathetic now.
Vox has refused to provide a new data account (PPPOE), claiming it's impossible without completely cancelling my line. I found this bizarre as it's themselves that handle it so it should be possible to do without issues with the right people in power handling it. Surely it's not hard to add another PPPOE account my my vox account
They have also denied the fact (which I have backed by evidence) that they are implementing a fair-use policy.
Evidence: Disconnects are more prominent during peak times (4PM - 6AM and weekends). Only downloading large files causes the disconnects. Recently, during downloads my line is being throttled to exactly 100Mbps (half my speed).
I consulted third-parties who work in this industry and all confirmed this is typical behaviour of a fair-use policy.
At this point it would seem Vox is just running around in circles hoping I give up looking for a resolution. And I will, when I can finally cancel my services, if that's even possible. I had previously requested to cancel and was immediately thrown back into the never ending, waste of time support pipeline. Also, it is worth noting I was threatened with the claw back of the installation fees, despite being a Vox customer at my current residence for over three years. Which firstly is funny because of the timeline and the fact they installed nothing, they did nothing. I was delivered a router and a QR code leading to a good luck do it yourself installation guide.
I have never regretted using a service provider so much before, on the surface they appear to want to help and do everything they can, only that this everything they can excludes taking responsibility and doing what needs to be done to resolve your issue.
Going on 7 months, it's just pathetic now.
Vox Telecom's replyOfficial
23 Sept 2025, 13:18Good day, Kyle
Herewith confirmation that we have received your complaint. REF VOX***8
A request has been logged with the relevant department for assistance.
Kind regards,
Herewith confirmation that we have received your complaint. REF VOX***8
A request has been logged with the relevant department for assistance.
Kind regards,
Vox Telecom's reply23 Sept 2025, 13:18
Official
Good day, Kyle
Herewith confirmation that we have received your complaint. REF VOX***8
A request has been logged with the relevant department for assistance.
Kind regards,
Herewith confirmation that we have received your complaint. REF VOX***8
A request has been logged with the relevant department for assistance.
Kind regards,