SHOCKING SERVICE & ASSISTANCE DURING A VERY TRYING TIME!!!!!!!!

It has been almost 7 weeks since my RICA was confirmed and order placed with Vox Telecom. I received my contract acceptance confirmation on 04 March with process to follow which stipulated a turn around time of roughly 6 weeks provided that their was no previous infrastructure (which there is not). Your process stated as follows:

Step 1: Vox places order with Frogfoot - the infrastructure provider(up to 2 working days) You will receive an email to this address updating you with reference numbers and the progress of your installation. Frogfoot will validate your order by confirming the feasibility of your address. Please note that if your suburb or complex is not yet live with fibre, your order will be captured and only actioned once it goes live.

Step 2: Frogfoot Installation (up to 30 working days in some cases) Once your Vox Fibre order has been accepted, you will be contacted by Frogfoot to arrange a mutually suitable time to do a site survey and install the fibre line into your home. This step is usually the longest of all the steps as it involves the scheduling, planning and actual installation of your Fibre line. In most cases, the fibre installation will happen on the same day and can take up to 6 hours. Occasionally, there have been cases of installations spanning several days.

Step 3: Line Configuration & Testing by Frogfoot Frogfoot will configure the Optical Network Terminal (ONT) - the piece of hardware that your Fibre line will be connected to inside your home and test that the line is in working order. Once this is complete, Frogfoot will give Vox the thumbs up and handover the Fibre line to us...

NB: Please note that we don't always receive the handover notification on the same day the installation is completed. If you are in a hurry, please let us know the moment your installation has successfully been completed, and we will move your order to the next step of the process.

Step 4: Router Configuration & Installation by Vox Up to 3 working days (Depending on Vox engineer and your availability) A Vox engineer will visit your home at your earliest convenience to configure and install the WiFi-enabled Router and get you connected to our fast, reliable and futureproof fibre internet!

I have been in contact repeatedly since ordered and I have had absolutely no response. I have called and instead of being assisted I was advised to call a representative at Frogfoot instead who assisted right away but advised that I needed my ISP to get in touch with them as they do not deal directly with ISP customers!

I have still not had an feedback from Vox including on your customer feedback email address and I will now be cancelling my contract and seeking assistance elsewhere. I am beyond irritated and disgusted with the level of service received from an organisation who "prides themselves on customer service".

I am in an area which is one of the last to received fibre lines and started getting your flyers in our postbox months before, we waited patiently and I was so excited to go live and move away from our very shoddy line currently being used for international communications with my inbound travellers after hours! To say that this was not worth the wait is a complete understatement!

Please do not waste consumers time like this, I understand that things take time and currently the country is at a bit of a stand still however now is the time for you to have had actually done a better job to alleviate your customers stress and prove yourself as a industry big dog, taking pride in the service you offer and increasing your sign on's as we are all now working from home. I guess as a professional that is the stance I would have taken but who knows? Maybe you don't want the business or to Vox to new heights as other industries suffer during these trying economic times!

Shocking! Shocking! Shocking!

I'll be taking this up on Facebook as well to better understand if this is something that is of the norm with Vox or if for some reason I have just fallen through the cracks - something I would know if you just had the decency to assistance and respond as required. I will also be sharing this with everyone else in the South Peninsula area to ensure no one else has to experience this horrific service and that they seek assistance elsewhere! Anywhere else!

Goodbye Vox, I guess I dodged a bullet. Can you imagine issues after installation? No thank you!