HK
Harnu K
1 reviews | Active since Nov 2017
25 Mar 2026, 18:47
Prolonged Service Issues and Billing Discrepancies
I have had an extremely frustrating experience with Vox over the past month, with multiple unresolved issues and no accountability.
Reference numbers: VOX***, VOX***5, VOX***5, VOX***5, VOX***3.
The problems started with 6 days of complete downtime, followed by ongoing intermittent connectivity issues. I was forced to take out a backup service with another provider just to be able to work.
After 2 technician visits, the connection stabilised — but now a new issue has come to light. A technician confirmed that my line has been running at the incorrect speed since October 2024, despite me paying for a higher package the entire time.
I am now expected to wait for yet another MetroFibre visit (the 3rd one), and on top of that, I must personally follow up with billing to recover money for overpayments caused by their error.
Over the past month I have had to: Take time off and rearrange my schedule for multiple technician visits Spend extra money on backup internet Work from different locations due to unreliable service
To make matters worse, my previous query about compensation has been completely ignored, and I am unable to escalate the matter to a manager. This level of service is unacceptable. I am paying for a service that has been unreliable and incorrectly provisioned for months, with no clear resolution or accountability.
I need: My line speed corrected urgently A full refund for incorrect billing since October 2024 Compensation for downtime and additional costs incurred Proper escalation and accountability from Vox
At this point, I have lost confidence in Vox’s ability to manage and resolve customer issues effectively.
Helpful (0)
Replies (13)0
Replies (13)
Vox Telecom's replyOfficial
25 Mar 2026, 19:02Good day, Harnu.
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. Feedback will be provided.
Regards
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. Feedback will be provided.
Regards
Vox Telecom's reply25 Mar 2026, 19:02
Official
Good day, Harnu.
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. Feedback will be provided.
Regards
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. Feedback will be provided.
Regards
Vox Telecom's replyOfficial
27 Mar 2026, 11:49Good day, Harnu.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Metrofibre restored the link.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Metrofibre restored the link.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Vox Telecom's reply27 Mar 2026, 11:49
Official
Good day, Harnu.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Metrofibre restored the link.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , Metrofibre restored the link.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
HK
Harnu K's updateReviewer Update
30 Mar 2026, 08:32The complaint has 2 parts
1. connectivity issue ( resolved)
2. Billing issue. I was paying for a 250 line since October 2024 and did not jave the corrwct speed adjusted
No one has made contact with regards to my refund ? How can u respond to half a conplaint reaolved?
This will now take another 3 days I guess.
1. connectivity issue ( resolved)
2. Billing issue. I was paying for a 250 line since October 2024 and did not jave the corrwct speed adjusted
No one has made contact with regards to my refund ? How can u respond to half a conplaint reaolved?
This will now take another 3 days I guess.
HK
Harnu K's update30 Mar 2026, 08:32
Reviewer Update
The complaint has 2 parts
1. connectivity issue ( resolved)
2. Billing issue. I was paying for a 250 line since October 2024 and did not jave the corrwct speed adjusted
No one has made contact with regards to my refund ? How can u respond to half a conplaint reaolved?
This will now take another 3 days I guess.
1. connectivity issue ( resolved)
2. Billing issue. I was paying for a 250 line since October 2024 and did not jave the corrwct speed adjusted
No one has made contact with regards to my refund ? How can u respond to half a conplaint reaolved?
This will now take another 3 days I guess.
Vox Telecom's replyOfficial
30 Mar 2026, 08:57 Good day, Harnu.
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. The team still investigating the accounts and will provide feedback once done.
Regard
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. The team still investigating the accounts and will provide feedback once done.
Regard
Vox Telecom's reply30 Mar 2026, 08:57
Official
Good day, Harnu.
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. The team still investigating the accounts and will provide feedback once done.
Regard
Thank you for the review.
Kindly note that we have escalated the query to our accounts team so they can assist with the billing query. The team still investigating the accounts and will provide feedback once done.
Regard
HK
Harnu K's updateReviewer Update
08 Apr 2026, 07:04No further feedback or any update since 30 March. This is really upsetting service delivery. Why is it the customers responsibility to follow up when the company made a mistake. ????
HK
Harnu K's update08 Apr 2026, 07:04
Reviewer Update
No further feedback or any update since 30 March. This is really upsetting service delivery. Why is it the customers responsibility to follow up when the company made a mistake. ????
HK
Harnu K's updateReviewer Update
08 Apr 2026, 07:14I need this resolved today. Tomorrow ill lay a formal complaint with ICASA if not
HK
Harnu K's update08 Apr 2026, 07:14
Reviewer Update
I need this resolved today. Tomorrow ill lay a formal complaint with ICASA if not
HK
Harnu K's updateReviewer Update
08 Apr 2026, 17:36What the hell Vox. Your billing department informed me that I will have a R130 credit ??? How is that calculation done?
Once again. Since October 2024 I was paying for a 250 speed but the line was never changed. Leaving me only with 100 speed line. So I need to be credited for the overpayment of a line I never had access to. How difficult is this?
You take the difference in monthly subscription for a 100 line vs the 250. Calculate that over the period of mobths from Oct 24 to March 2026. The difference is then the credit. Must I now also do the calculations myself?
Once again. Since October 2024 I was paying for a 250 speed but the line was never changed. Leaving me only with 100 speed line. So I need to be credited for the overpayment of a line I never had access to. How difficult is this?
You take the difference in monthly subscription for a 100 line vs the 250. Calculate that over the period of mobths from Oct 24 to March 2026. The difference is then the credit. Must I now also do the calculations myself?
HK
Harnu K's update08 Apr 2026, 17:36
Reviewer Update
What the hell Vox. Your billing department informed me that I will have a R130 credit ??? How is that calculation done?
Once again. Since October 2024 I was paying for a 250 speed but the line was never changed. Leaving me only with 100 speed line. So I need to be credited for the overpayment of a line I never had access to. How difficult is this?
You take the difference in monthly subscription for a 100 line vs the 250. Calculate that over the period of mobths from Oct 24 to March 2026. The difference is then the credit. Must I now also do the calculations myself?
Once again. Since October 2024 I was paying for a 250 speed but the line was never changed. Leaving me only with 100 speed line. So I need to be credited for the overpayment of a line I never had access to. How difficult is this?
You take the difference in monthly subscription for a 100 line vs the 250. Calculate that over the period of mobths from Oct 24 to March 2026. The difference is then the credit. Must I now also do the calculations myself?
Vox Telecom's replyOfficial
08 Apr 2026, 17:44Good day Harnu.
Please note that our team tried to contact you to assist with the query and could not reach you. Please provide alternative details on which they can reach you.
Please note that our team tried to contact you to assist with the query and could not reach you. Please provide alternative details on which they can reach you.
Vox Telecom's reply08 Apr 2026, 17:44
Official
Good day Harnu.
Please note that our team tried to contact you to assist with the query and could not reach you. Please provide alternative details on which they can reach you.
Please note that our team tried to contact you to assist with the query and could not reach you. Please provide alternative details on which they can reach you.
HK
Harnu K's updateReviewer Update
08 Apr 2026, 17:45They must try again. I was on another call.
HK
Harnu K's update08 Apr 2026, 17:45
Reviewer Update
They must try again. I was on another call.
Vox Telecom's replyOfficial
08 Apr 2026, 17:47Noted.
Thank you.
Thank you.
Vox Telecom's reply08 Apr 2026, 17:47
Official
Noted.
Thank you.
Thank you.
HK
Harnu K's updateReviewer Update
09 Apr 2026, 11:41Response from accounts department. This is shocking. How I am only credited for when the issue was picked up. ? Vox is not taking any accountability for the mistake made by them. Clients are being mistreated for negligence on Vox part. How does it make sense to pay more for a product/ service never received. ? And then ending off the email thanking me for my understanding is just an insult to my face
Reaponse from Vox accounts:
Thank you for taking the time to speak with me.
I understand your concerns regarding the credit app**** to your account and your view that the service issue has been ongoing for a longer period.
Upon investigation, we can confirm that the issue was logged on 27 February 2026 and resolved on 24 March 2026. In accordance with Vox Telecom billing policy, credits are app**** from the date the fault is officially logged, as this is when we are able to investigate and resolve the matter.
Based on this, the credit of R130.20 was correctly calculated for the affected period, taking into account the price difference between the subscribed package and the service received.
As this has been app**** in line with our billing policy, no further credits or adjustments will be processed.
We appreciate your understanding.
Reaponse from Vox accounts:
Thank you for taking the time to speak with me.
I understand your concerns regarding the credit app**** to your account and your view that the service issue has been ongoing for a longer period.
Upon investigation, we can confirm that the issue was logged on 27 February 2026 and resolved on 24 March 2026. In accordance with Vox Telecom billing policy, credits are app**** from the date the fault is officially logged, as this is when we are able to investigate and resolve the matter.
Based on this, the credit of R130.20 was correctly calculated for the affected period, taking into account the price difference between the subscribed package and the service received.
As this has been app**** in line with our billing policy, no further credits or adjustments will be processed.
We appreciate your understanding.
HK
Harnu K's update09 Apr 2026, 11:41
Reviewer Update
Response from accounts department. This is shocking. How I am only credited for when the issue was picked up. ? Vox is not taking any accountability for the mistake made by them. Clients are being mistreated for negligence on Vox part. How does it make sense to pay more for a product/ service never received. ? And then ending off the email thanking me for my understanding is just an insult to my face
Reaponse from Vox accounts:
Thank you for taking the time to speak with me.
I understand your concerns regarding the credit app**** to your account and your view that the service issue has been ongoing for a longer period.
Upon investigation, we can confirm that the issue was logged on 27 February 2026 and resolved on 24 March 2026. In accordance with Vox Telecom billing policy, credits are app**** from the date the fault is officially logged, as this is when we are able to investigate and resolve the matter.
Based on this, the credit of R130.20 was correctly calculated for the affected period, taking into account the price difference between the subscribed package and the service received.
As this has been app**** in line with our billing policy, no further credits or adjustments will be processed.
We appreciate your understanding.
Reaponse from Vox accounts:
Thank you for taking the time to speak with me.
I understand your concerns regarding the credit app**** to your account and your view that the service issue has been ongoing for a longer period.
Upon investigation, we can confirm that the issue was logged on 27 February 2026 and resolved on 24 March 2026. In accordance with Vox Telecom billing policy, credits are app**** from the date the fault is officially logged, as this is when we are able to investigate and resolve the matter.
Based on this, the credit of R130.20 was correctly calculated for the affected period, taking into account the price difference between the subscribed package and the service received.
As this has been app**** in line with our billing policy, no further credits or adjustments will be processed.
We appreciate your understanding.
HK
Harnu K's updateReviewer Update
13 Apr 2026, 15:14Was supposed to be called on the 10th of April. Even provided a time where I will be available. Even this seems to be a challenge
HK
Harnu K's update13 Apr 2026, 15:14
Reviewer Update
Was supposed to be called on the 10th of April. Even provided a time where I will be available. Even this seems to be a challenge
HK
Harnu K's updateReviewer Update
14 Apr 2026, 09:02Since treating cuatomers fairly dont apply to this company I just want this information to fotm part of your digital footprints when clients investigate reviews before making informed decisions on a service provider
If only this reflected the reality of customer service expectations. I upgraded my line in 2024, and Vox Telecom increased my premiums without upgrading the line speed accordingly. I was only credited for one month from the date I logged the query with no accountability taken for their error prior to that.
I strongly urge all clients to regularly check that what you’re paying aligns with the service you’re actually receiving. It seems “goodwill” only applies from the moment the client identifies the provider’s mistake
Response from Vox:
As part of your service, a dedicated line and technical support are provided. However, please note that this is a best-effort, un-monitored service, meaning that while support is available, the service is not actively monitored for faults and relies on issues being formally reported for investigation.
Following our review, we identified that the disruption was related to the link. The issue has since been resolved, and services are currently operating as expected. At this stage, there are no further actions required from our side.
Our investigation also indicated that the service profile may have reverted at some point. However, we cannot confirm that this occurred during the recent upgrade process. As this upgrade formed part of an automatic migration and was not specifically requested or configured on your behalf, we are unable to attribute the change directly to that activity.
In line with our policy, any applicable service credits are calculated from the time the issue was formally reported. As such, we are unable to accommodate adjustments outside of this time-frame. That said, a goodwill credit has been app**** to your account as a gesture of consideration.
While we acknowledge the technical findings from our investigation, we are unable to provide additional assurances beyond confirming that the issue has been fully investigated and resolved.
Should you have any further questions or require assistance, please do not hesitate to contact us.
.
If only this reflected the reality of customer service expectations. I upgraded my line in 2024, and Vox Telecom increased my premiums without upgrading the line speed accordingly. I was only credited for one month from the date I logged the query with no accountability taken for their error prior to that.
I strongly urge all clients to regularly check that what you’re paying aligns with the service you’re actually receiving. It seems “goodwill” only applies from the moment the client identifies the provider’s mistake
Response from Vox:
As part of your service, a dedicated line and technical support are provided. However, please note that this is a best-effort, un-monitored service, meaning that while support is available, the service is not actively monitored for faults and relies on issues being formally reported for investigation.
Following our review, we identified that the disruption was related to the link. The issue has since been resolved, and services are currently operating as expected. At this stage, there are no further actions required from our side.
Our investigation also indicated that the service profile may have reverted at some point. However, we cannot confirm that this occurred during the recent upgrade process. As this upgrade formed part of an automatic migration and was not specifically requested or configured on your behalf, we are unable to attribute the change directly to that activity.
In line with our policy, any applicable service credits are calculated from the time the issue was formally reported. As such, we are unable to accommodate adjustments outside of this time-frame. That said, a goodwill credit has been app**** to your account as a gesture of consideration.
While we acknowledge the technical findings from our investigation, we are unable to provide additional assurances beyond confirming that the issue has been fully investigated and resolved.
Should you have any further questions or require assistance, please do not hesitate to contact us.
.
HK
Harnu K's update14 Apr 2026, 09:02
Reviewer Update
Since treating cuatomers fairly dont apply to this company I just want this information to fotm part of your digital footprints when clients investigate reviews before making informed decisions on a service provider
If only this reflected the reality of customer service expectations. I upgraded my line in 2024, and Vox Telecom increased my premiums without upgrading the line speed accordingly. I was only credited for one month from the date I logged the query with no accountability taken for their error prior to that.
I strongly urge all clients to regularly check that what you’re paying aligns with the service you’re actually receiving. It seems “goodwill” only applies from the moment the client identifies the provider’s mistake
Response from Vox:
As part of your service, a dedicated line and technical support are provided. However, please note that this is a best-effort, un-monitored service, meaning that while support is available, the service is not actively monitored for faults and relies on issues being formally reported for investigation.
Following our review, we identified that the disruption was related to the link. The issue has since been resolved, and services are currently operating as expected. At this stage, there are no further actions required from our side.
Our investigation also indicated that the service profile may have reverted at some point. However, we cannot confirm that this occurred during the recent upgrade process. As this upgrade formed part of an automatic migration and was not specifically requested or configured on your behalf, we are unable to attribute the change directly to that activity.
In line with our policy, any applicable service credits are calculated from the time the issue was formally reported. As such, we are unable to accommodate adjustments outside of this time-frame. That said, a goodwill credit has been app**** to your account as a gesture of consideration.
While we acknowledge the technical findings from our investigation, we are unable to provide additional assurances beyond confirming that the issue has been fully investigated and resolved.
Should you have any further questions or require assistance, please do not hesitate to contact us.
.
If only this reflected the reality of customer service expectations. I upgraded my line in 2024, and Vox Telecom increased my premiums without upgrading the line speed accordingly. I was only credited for one month from the date I logged the query with no accountability taken for their error prior to that.
I strongly urge all clients to regularly check that what you’re paying aligns with the service you’re actually receiving. It seems “goodwill” only applies from the moment the client identifies the provider’s mistake
Response from Vox:
As part of your service, a dedicated line and technical support are provided. However, please note that this is a best-effort, un-monitored service, meaning that while support is available, the service is not actively monitored for faults and relies on issues being formally reported for investigation.
Following our review, we identified that the disruption was related to the link. The issue has since been resolved, and services are currently operating as expected. At this stage, there are no further actions required from our side.
Our investigation also indicated that the service profile may have reverted at some point. However, we cannot confirm that this occurred during the recent upgrade process. As this upgrade formed part of an automatic migration and was not specifically requested or configured on your behalf, we are unable to attribute the change directly to that activity.
In line with our policy, any applicable service credits are calculated from the time the issue was formally reported. As such, we are unable to accommodate adjustments outside of this time-frame. That said, a goodwill credit has been app**** to your account as a gesture of consideration.
While we acknowledge the technical findings from our investigation, we are unable to provide additional assurances beyond confirming that the issue has been fully investigated and resolved.
Should you have any further questions or require assistance, please do not hesitate to contact us.
.