Poor Customer service cost you a customer

After 3 years of being your customer I decided to give you the boot, simply because I do not appreciate to struggle to get information from you. Imagine I have a real problem the nightmare it will be dealing with you.

The actual service - FTTH - is ok. For most part it is stable and outages are rare.

However the actual speed I pay for vs actual speed hardly ever match. The only time it is true is when I connect via cable to router.

The real reason for the complaint is the customer service, if you call you will not spend less than 30min in queue and guaranteed the call will be dropped or the consultant will refer you to someone else. If you log online request expect to wait. Either they have too many customers that need assistance or not enough consultants but both ways it is unacceptable to make the customer wait for ever. A simple question about a VPN needed 2 calls, 4 referrals just to be told the account manager (DSL Telecoms in my case - Don't get me started on their arrogance and pathetic service) will have to advise. This took another 2 days... Needless to say I cancelled with VOX and went to another supplier who actually answered my question in less than 5 minutes.

It is a pity that customer service is not important as to VOX, the reality is that customers do not want to interact with service providers if not needed but when we do need to it better be adequate, and if it is not well then there are alternatives.