Slow pace service

Good day, Charity S

Kindly note that the details of this query has been sent to the Project Management team to investigate and assist.

As per email sent 30 May 2023

Message Details for email record id: ***0
From | Vox Fibre Line Update
Subject | Thank you for ordering Vox's Fibre-to-the-Home service
Date Sent | 2023-05-30 12:53:36
Status | Sent Successfully
Message Headers | 
Hi Charity Somo

Now that your order has passed the RICA process, we can get going with connecting your world with fibre.

There are 4 steps involved in progressing your order and getting you up and running on Vox Fibre. You can watch this video or read the steps below:

Step 1: Vox places order with Openserve - 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. Openserve 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: Openserve Installation (up to 14 working days if your suburb or complex is live)
Once your Vox Fibre order has been accepted, you will be contacted by Openserve 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 Openserve
Openserve 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.

Step 4: Router Configuration & Installation by Vox
We will either send a dedicated Vox engineer to install your router, or courier it along with a step by step guide for a quick hassle free set up.

The standard time frame for feedback on your order should your suburb or complex be live, is between 1 - 10 working days. Should your suburb or complex not be live, you will receive an update on the progress of the deployment once a month.

For any enquiries please email us at ***.

Kind regards,
The Vox Team