“Poor processes and empty promises from Vox”

If I could give a zero-star review, I would.

We needed to do a simple payment switch on an existing account. I submitted my details and received a mandate request, but when I tried logging into their site to fetch the mandate, the URL timed out. I immediately emailed Vox for assistance, but received no response. Despite this, on the 1st of August, money was deducted from my account and internet was provided. Strange, as I had never signed a mandate—but since they had their payment and I had internet, I left it at that.

Then, on the 1st of September, my internet was cut off. When I called, I was told no mandate had been signed. I signed and returned the mandate as requested, and was told it would take two working days. Instead, on Monday 15:00, I received a new request for three months of bank statements and my latest payslip for RICA approval—even though the mandate had already been submitted. I called again, received another apology, and was assured service would be restored by Thursday at the latest. It is now Friday morning, 5 days and counting without internet, and the lady I spoke to today mentioned it might only be sorted by Monday.

All I requested was a simple payment switch on an already active service. No new installation was required. The internet itself is acceptable, and customer service agents are polite, but Vox’s internal processes and lead times are astonishingly poor. Waiting this long for something so basic is unacceptable, and based on this experience, I cannot recommend them.