SURPRISE CALLOUT FEE CHARGE!

I wish I could give less than 1 star rating for VOX!

I contacted their call centre on Tuesday, 21 April, since we haven't had internet since Monday, 20 April 2026. The agent gave me a call back on Tuesday to troubleshoot what the issue might be and said that he would have a technician contact me the following morning (Wednesday) to set up an appointment. NOWHERE in his conversation with me did he once mention a call-out fee!

The following day (Wednesday), I had my cell phone with me the whole day, waiting for a technician to contact me, and I nearly depleted my airtime to follow up with them in the afternoon. The agent I spoke to said he would escalate for someone to make contact with me. Nobody contacted me on Wednesday.

When I phoned them yesterday again (Thursday morning) I specifically asked the agent how much the router would cost (because at that time we still thought it was the router - it ended up being the charging cable). The agent told me that she doesn't have that information and that the technician will tell me how much it is. She escalated the situation again.

I eventually contacted my previous ISP, Buzybuy, which I had no issues with before. I only went over to VOX, because they were migrating platforms. They (Buzybuy) was more helpful than any of the three agents at support were because the person could determine that it was my charging cable.

The VOX technician eventually just rocked up while I was in a meeting without setting up an appointment first, which I was told in my first call "they will never just show up, they will contact you first to set up an appointment" and replaced my charging cable, He told me it would cost around R200 and that it should only appear on next month's bill, since I have already received this month's invoice.

When I opened my email this morning, I received a statement of R1735.14! This included the R256.29 for the charging cable, the call-out fee of R688.85, and my R790 debit order per month...and then they have the audacity to say that I must make sure that the R1735.14 is in my bank account for them to debit.

My issue isn't necessarily with the call-out fee, but this information was never disclosed to me. Why didn't any one of your 3 agents or the technician tell me this? I have since read so many bad reviews about VOX all over the socials. You are quick to send statements and debit a person's account, but not quick to resolve a simple issue.

I am so glad I am moving to another service provider soon.