Pathetic customer service, ***********.

This email was sent to the Estevan who took my call in the morning and I asked him to forward it to his manager.

Trust you are well.

If you can please escalate this email to a manager. I am so disgusted and very upset with vox with their pathetic customer service I got yesterday. You not to blame but I am going to take this further.

I called yesterday morning at 8 clock to log my complaint your email wit the reference number was the only email I got no other correspondence or feed back no calls nothing.

After 11 I called again as no communication been made since I logged my complaint. I ended up speaking to about 9 different people during the course of the day on my expense , one of the most helpful and concerned out of the 9 was Ruan that got my call at 15:30 and tried to assist as far as he could.

Firstly, my call was logged and no action was taken. I spoke to one stupid arrogant woman at about 11 who insisted I have a troubleshoot to establish the problem after I explained to her I already been through the process but my router was working perfectly fine I had no internet connection which means they have to assign a technician to establish what the problem is because all the lights on my router and fibre box was working , instead she tells me then when you home at 4pm call me so we can trouble shoot , I told her I cannot call you that time because there is nothing wrong with the router I do not have internet connection. The call was dropped and I was left hanging.

I called again an hour later trying to get help from an experienced technician as this lady did not know what she was doing. The person that helped me said a comment was left that I was not sure if the router was collected or not, I DID NOT HAVE A ROUTER PROBLEM…….. I am ****ed off this morning as I lost a full ,day’s work due to incompetence . I continued calling the whole day with no help or even a solution to my problem.

In one of my calls, I was told that my ticket was logged but closed. No SMS or email correspondence to any of yesterdays no connectivity up till this hour. At 16:38 I get an SMS Event ID NWI – 19980 Suspected outage identified. Now since 8 clock yesterday morning till that time no body could assist me or made an effort to log a call to send out a technician to investigate , instead it cost me calls the whole day to try and fix my internet.

From 15:00 I was calling trying to speak to a manager instead I was transferred from one line to another where at some point I was cut off and had to call back when I eventually ended up with Ruan that took all his time and went the extra mile to assist me to distinguish the problem. He asked me to connect my fibre cable to my laptop to see if it was the router and going through the process, we discovered that the router was not at fault but that there was no internet . If the arrogant lady that I spoke to just logged a call to send out a technician they would have picked up that there is an outage which occurred at 00:00 the previous morning. I lost a full day’s work as I am working from home and I am still without internet .

I want an explanation from Vox as I need to give my director a report which I do not have no due to *********** people with no customer service at all. And I want to know now when will my service be back up and running. Of the names I can remember yesterday during all the calls I made are ,Estevan ,David, Kopana and then Ruan the ladies name I cannot remember and some of the other people I spoke to.

This is the most pathetic service and most horrible experience I have had with Vox in all the three years that I have been a loyal customer. Please see attached my call log from my number *** .