Pathetic and In Contravention of the Consumer Protection Act

The recent service I have received from Vox is absolutely shocking! Last week Tuesday evening, we had loadshedding. Our fibre never came back on afterwards. Wednesday morning early, I contacted Vox and advised them that we are offline. I was told that the ticket would be logged with Openserve. Throughout the day, I called Vox again to get an update and I was told that Openserve is investigating and that a technician would be dispatched to our house as this was an individual problem. When I called later that evening to advise that we are still offline, after 24 hours of no internet, I was told that it is still within the turnaround time. I asked how long the turnaround time is, and I was told it is between 2 days and 120 hours!!!!! To cut a long story short, the internet only came back on Thursday evening. We spent TWO DAYS with no fibre internet - bearing in mind that I work from home and rely on my fibre connection in order to earn a living!

Fast forward to Sunday morning - we woke up and there was AGAIN no fibre internet. We called Vox, who then said that Openserve had scheduled maintenance from midnight on Saturday night until 6am Sunday morning. I advised the lady at Vox that it was after 7am so surely maintenance should be finished?? She said the update on their side is that Openserve is still busy with maintenance. I called 4 times on Sunday, and each time, I was advised that the maintenance is still in progress. When I spoke to Bongani on Sunday afternoon, I was told that maintenance is still in progress, but that Openserve said it should be resolved by the "end of the day".

It is now Monday morning, and we have spent 32 hours with no fibre internet. In total, we are now on FOUR DAYS of no internet in a 1 week period. That's more than half of the week with no internet!

I was going to remain with Vox when we move to our new house in July. However, due to the lack of customer service and the lack of providing a service that we are paying for, I have decided that I will rather cancel when we move, and move to a new ISP.

I want answers and I want this issue resolved ASAP! Failing which I will report you in terms of the Consumer Protection Act, as you are not providing the service that I am paying you for! This is unacceptable! You cannot just transfer the blame to Openserve and give customers an answer of "maintenance is still ongoing". THIS IS NOT GOOD ENOUGH!