Shocking Drop in Service from VOX – No Accountability or Communication

Over the past two months, I’ve experienced two separate fibre outages with VOX. The first lasted three days, and the second one — currently still unresolved — is now on day two.

During this most recent outage, I contacted VOX and was told the problem was due to a power issue with my router. I explained that wasn’t the case — the router was working fine, and the issue was clearly with the fibre line. A call was logged, but since then, I’ve received zero communication from VOX: no phone call, no update, no SMS, no WhatsApp – nothing.

I followed up eight times myself. Each time, I was told they’d update me "when there’s news." On the second call, I was told there was a wider outage in the area — which I knew was false, since my neighbours’ fibre was working perfectly. I insisted the issue was isolated to my property, and only after repeated pressure did Metrofibre finally come out, where they found a cut fibre line — just as I had said from the start.

When I informed VOX that the fibre line had been repaired, they then said it needed to be re-provisioned — and simply logged another call. Again, no further action or updates from them. I had to track down the Metrofibre reference number myself and escalate the issue directly, because VOX wouldn’t — or couldn’t — do it.

If I hadn’t been persistent, I’d still be sitting in the dark, waiting for help that never comes. It’s clear VOX assumes customers won’t push back — and will accept whatever explanation they’re given, even if it's wrong.

Being told repeatedly that the issue was “probably my router” or part of a “larger outage” — when in reality it was a deliberate cut to my line — was infuriating and a total waste of time. I had to convince them every step of the way that this was not a general issue, but a specific fault at my address.

Now, as the weekend approaches, I’m once again handling everything myself — coordinating with Metrofibre directly, because the ISP I’ve paid loyally for years has proven incapable of basic communication, let alone real service.

VOX used to offer excellent support. Sadly, that’s no longer the case. If you're thinking of using them, be prepared to do the work yourself. They’ll log a call — and that’s where it ends.

I’m done. I’ll be taking my business to a provider that values their customers and knows how to act when there’s a problem.