1 reviews | Active since Dec 2020
Shockingly bad service from ISP
Been a loyal client for many years. Line dropped and I logged a ticket. In the following week I went through 5 different agents and spent a lot of money on phone calls and data to get them the tests they asked for, without any joy. Now well over a month later and after being billed for a service I didn't receive, my internet line is still not working as expected. No one follows through with the open ticket and I get no feedback unless I complain. The worst client service imaginable with a few agents in between willing to actually assist. Unfortunately the efforts of a few are let down by a grossly mismanaged FTTH department and support center....yet they are willing to take your money for services not rendered. I even mailed the accounts department to complain and the email was simply ignored. I've always been an advocate for VOX but had to unfortunately make a 180 degree U-turn on that and will not recommend them to anyone ever again.
Thank you for your review.
Kindly note that we have received your complaint on Talk2us, and the matter has been escalated to the Support team for urgent assistance.
We will provide feedback to you on the initial complaint logged.
Kind Regards,
Vox
Best regards,
Thank you for your review.
Kindly note that we have received your complaint on Talk2us, and the matter has been escalated to the Support team for urgent assistance.
We will provide feedback to you on the initial complaint logged.
Kind Regards,
Vox
Best regards,
Thank you for the fast response on the public platform, however MTTR on your services is the area that should be attended to.
If the issue was not already over a month old I would not have to resort to these drastic measures.
I've already had a response from one of your technical staff who AGAIN asked me to send screenshots of tests that have already been done several times before.
We're running in circles with no one actually finding a permanent solution to the problem.
not once have I had a Frogfoot or VOX engineer onsite and the line tested as I expect it to.
I've been in the service industry all my life and this is not it. You send a resource to site and he does not leave until the matter has been resolved, but instead you ask the client to do your work for you and provide screenshots of findings.
I can even understand if this was the first time and a solution could be implemented but I keep answering the same questions and I have to submit the same tests with no solution in sight.
Thank you for the fast response on the public platform, however MTTR on your services is the area that should be attended to.
If the issue was not already over a month old I would not have to resort to these drastic measures.
I've already had a response from one of your technical staff who AGAIN asked me to send screenshots of tests that have already been done several times before.
We're running in circles with no one actually finding a permanent solution to the problem.
not once have I had a Frogfoot or VOX engineer onsite and the line tested as I expect it to.
I've been in the service industry all my life and this is not it. You send a resource to site and he does not leave until the matter has been resolved, but instead you ask the client to do your work for you and provide screenshots of findings.
I can even understand if this was the first time and a solution could be implemented but I keep answering the same questions and I have to submit the same tests with no solution in sight.