Pathetic and discouraging service received from Vox

*** - request to move my router made on 16/02/26. Important to note: No one has made contact with me from VOX since I submitted my request. Also important to note: I have had to constantly phone Vox to follow up and get updates on the progress of my request. By 20/02/26 I was informed that my request was sent to Openserve and that someone will contact me to arrange a day and time. No one made contact with me. To date, no email communication has been received other than an email "updating" my request which only restates my reference number. There is no other context to the email.

On the morning of 24/02/26 I was informed that I would be called within 20 minutes with an update. Three hours went by with no one contacting me. I followed up again (24/02 i.e., 7 days since I first submitted my request) & was informed, FOR THE FIRST TIME, that Openserve only received my request on 20/02, that Openserve takes 5 to 7 working days to respond to requests and that I will be charged for the service. The operator was unable to tell me what happened to my request between 16 and 20/02 and he could not tell me what I needed to do now with this situation because I am having cupboards installed in my house from 25/02 to 27/02 and need the router moved as it is on a wall where cupboards will be installed. I openly communicated the deadline of 25/02 to Vox through all my repeated telephone calls. Despite asking the operator for a solution to this dilemma, he kept repeating Openserve's turn around time to me. Not offering any solution to make my request happen. In a nutshell, the message I received was that Openserve would only be coming to my house after my cupboards were already installed and there is basically nothing that can be done about it. I then realised that I have no other option but to get someone else to tend to this request within the next 24 hours since Vox/Openserve will not be assisting me at all. The operator proceeded to tell me that I will be held liable if there is any damage to the router if I use my own service provider. When I asked him what other alternative I have (and by this time, I was irate and extremely frustrated by this process of not being assisted or adequately communicated with), he put the phone down on me. Vox has left me with no other option, but to make this request happen within the next 24 hours and I made that very clear on the call since it is a recorded call. As I see it, this request will remain open with no developments or action from Vox/Openserve.

Yet, Vox gets paid every month by me on time! And this is the ****py service I receive in return. I have never made a request to Vox before this and now, will never ever request any assistance from them in future. Vox has made this process extremely burdensome when the request is really a simple one. I think that it is time that I re-consider this relationship going forward.