Poor service delivery

I reported my non internet connection on Wednesday evening 10th July 2024. After attemping all the telephonic advice from tech support the ticket was captured vox***0 and according to my understanding the ONT unit was the problem. I was told that a representative from Octotel will contact me to make an appointment.

I was contacted only late Thursday 11 July 2024 afternoon by Vox representative Mahle Ngubelanga regarding this matter to request for picture of the ONT. The member also stated that Octotel would be contacted at that time to resolve the matter. I was very confused and did understand why Octotel wasn’t contacting me for an appointment time.

I call today, Friday the 12 July 2024 to enquire as to the progress, because it’s been 2days already without connection and I was said that they are still waiting for Octotel by call center agent Illias. He stated that he cannot tell me when they would be able to resolve the matter and stated that Monday would be the latest they could resolve it.

I am highly irritated because I have to wait a total of 6days without internet, but will still get billed for the full month. Regardless of the payment, there is no urgency to resolve the matter. I need the internet to work from home this weekend but will not be able to due to this inconvenience. Couldn’t even have the matter escalated and octotel tech vans drive around regularly in my area. This is my first problem and I am already experiencing poor service delivery from Vox. Tech support telephonically is brilliant but the customer service department is a massive problem.