SK
Shireen K
1 reviews | Active since Jun 2021
21 Oct 2021, 11:03
Poor service from Vox
I have been a client with Vox for the past year and cannot count the number of outages I have had with my Fibre! The worse part is that the Vox agents do not call you back to let you know what progress is being made, I have to call daily and everyday I hear the same story " it's been escalated"!!! Very poor after sales service and my problem is still being escalated whilst I have not had any joy after one week
Helpful (0)
Replies (3)0
Replies (3)
Vox Telecom's replyOfficial
21 Oct 2021, 11:37Good day Shireen R
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
Vox Telecom's reply21 Oct 2021, 11:37
Official
Good day Shireen R
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
Thank you for your enquiry.
Kindly note that we have escalated your enquiry.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Please take note that we will not reply on HelloPeter.
Kind Regards,
Vox
SK
Shireen K's updateReviewer Update
22 Oct 2021, 14:40Miraculously my issue was once again resolved on the day that I put this review in Hello Peter. I was told that they had too many incorrect IP addresses linked to my router which they sorted out.
I have asked to be credited for the downtime as this was an issue which could have been sorted out a week ago. Once again Vox accounts department has refused to credit my account. So I am now expected to pay for a week of connection when I didn't have any service. This is pathetic Vox! Your service is putrid!!!!!!!
I have asked to be credited for the downtime as this was an issue which could have been sorted out a week ago. Once again Vox accounts department has refused to credit my account. So I am now expected to pay for a week of connection when I didn't have any service. This is pathetic Vox! Your service is putrid!!!!!!!
SK
Shireen K's update22 Oct 2021, 14:40
Reviewer Update
Miraculously my issue was once again resolved on the day that I put this review in Hello Peter. I was told that they had too many incorrect IP addresses linked to my router which they sorted out.
I have asked to be credited for the downtime as this was an issue which could have been sorted out a week ago. Once again Vox accounts department has refused to credit my account. So I am now expected to pay for a week of connection when I didn't have any service. This is pathetic Vox! Your service is putrid!!!!!!!
I have asked to be credited for the downtime as this was an issue which could have been sorted out a week ago. Once again Vox accounts department has refused to credit my account. So I am now expected to pay for a week of connection when I didn't have any service. This is pathetic Vox! Your service is putrid!!!!!!!
Vox Telecom's replyOfficial
22 Oct 2021, 15:06Good day Shireen , Thank you for entrusting us with your feedback. Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength
on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services. There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any. The Services performs to the best of its ability and when any issues arise, we have capable Technical Engineers available 24/7
to assist customers with service disruption resolution within a limited time frame. We believe that everything was done in all effort to resolve this issue. 4.3.4. Considering the disclosures housed under clauses4.3.1 - 4.3.3 Vox expressly stipulates and the Customer acknowledges that Vox cannot warrant or guarantee that the Services and/or the Subscriber Equipment will:a) be free of errors or interruptions;b) be available;c) be fit for any purpose;d) not infringe on any third-party rights;e) be secure and reliable,except where the Services, the Circuit and/or SubscriberEquipment are found to be defective and such defect has beensolely caused by Vox under sections 54, 55 and 56 of the CPA,where applicable. 4.3.6. Notwithstanding the provisions of clause 4.3.4 above, Vox will use its best endeavors where Vox can do so to notify the Customer of any failure of,or interruption to the Services and/or Circuit and where applicable any required maintenance and repairs which may result from such failure, interruption or unavailability. Kind Regards
Vox
on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services. There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any. The Services performs to the best of its ability and when any issues arise, we have capable Technical Engineers available 24/7
to assist customers with service disruption resolution within a limited time frame. We believe that everything was done in all effort to resolve this issue. 4.3.4. Considering the disclosures housed under clauses4.3.1 - 4.3.3 Vox expressly stipulates and the Customer acknowledges that Vox cannot warrant or guarantee that the Services and/or the Subscriber Equipment will:a) be free of errors or interruptions;b) be available;c) be fit for any purpose;d) not infringe on any third-party rights;e) be secure and reliable,except where the Services, the Circuit and/or SubscriberEquipment are found to be defective and such defect has beensolely caused by Vox under sections 54, 55 and 56 of the CPA,where applicable. 4.3.6. Notwithstanding the provisions of clause 4.3.4 above, Vox will use its best endeavors where Vox can do so to notify the Customer of any failure of,or interruption to the Services and/or Circuit and where applicable any required maintenance and repairs which may result from such failure, interruption or unavailability. Kind Regards
Vox
Vox Telecom's reply22 Oct 2021, 15:06
Official
Good day Shireen , Thank you for entrusting us with your feedback. Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength
on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services. There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any. The Services performs to the best of its ability and when any issues arise, we have capable Technical Engineers available 24/7
to assist customers with service disruption resolution within a limited time frame. We believe that everything was done in all effort to resolve this issue. 4.3.4. Considering the disclosures housed under clauses4.3.1 - 4.3.3 Vox expressly stipulates and the Customer acknowledges that Vox cannot warrant or guarantee that the Services and/or the Subscriber Equipment will:a) be free of errors or interruptions;b) be available;c) be fit for any purpose;d) not infringe on any third-party rights;e) be secure and reliable,except where the Services, the Circuit and/or SubscriberEquipment are found to be defective and such defect has beensolely caused by Vox under sections 54, 55 and 56 of the CPA,where applicable. 4.3.6. Notwithstanding the provisions of clause 4.3.4 above, Vox will use its best endeavors where Vox can do so to notify the Customer of any failure of,or interruption to the Services and/or Circuit and where applicable any required maintenance and repairs which may result from such failure, interruption or unavailability. Kind Regards
Vox
on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services. There is also no agreement which guarantees 100% uptime or a credit for downtime, should there be any. The Services performs to the best of its ability and when any issues arise, we have capable Technical Engineers available 24/7
to assist customers with service disruption resolution within a limited time frame. We believe that everything was done in all effort to resolve this issue. 4.3.4. Considering the disclosures housed under clauses4.3.1 - 4.3.3 Vox expressly stipulates and the Customer acknowledges that Vox cannot warrant or guarantee that the Services and/or the Subscriber Equipment will:a) be free of errors or interruptions;b) be available;c) be fit for any purpose;d) not infringe on any third-party rights;e) be secure and reliable,except where the Services, the Circuit and/or SubscriberEquipment are found to be defective and such defect has beensolely caused by Vox under sections 54, 55 and 56 of the CPA,where applicable. 4.3.6. Notwithstanding the provisions of clause 4.3.4 above, Vox will use its best endeavors where Vox can do so to notify the Customer of any failure of,or interruption to the Services and/or Circuit and where applicable any required maintenance and repairs which may result from such failure, interruption or unavailability. Kind Regards
Vox