Terrible Customer service

I have been a happy VOX client since 2021. I never logged any calls and always paid my monthly subscription. My experience had however turned into a nightmare since the beginning of August 2023. I had some renovations done in July 2023. My fibre connection was still fine after that. The only problem was that the fibre cable was not fixed to the wall or roof. However on Sunday 30 July 2023, we experienced terrible winds in our area, so when I woke up that Sunday morning I had no connection. I logged a call with VOX that Sunday and VUMATEL came out Monday to have a look at the problem. They said there was a problem with the cable in front of the yard and will try to fix it. Everything was fine after that. Unfortunately the fixture didn't last long as on Thursday, 03 August 2023 my fibre went down again. I logged another call with VOX at 14h00 through Whatsapp. I did a follow up on Friday, 4 August 2023 and was told that the fault has been escalated.

I made a call on Monday, 07 August 2023 at 09h22, since no one contacted me or came to my place to have a look at the problem and were told again that the matter has been escalated.

I called again Tuesday, 08 August 2023 and told the gentlemen that I will have to cancel my contract because of the poor service. He then apologised and said that he will send an urgent request.

Thursday, 10 August , I called to cancel my contract as I felt that my problem has not been taken seriously. I was then told by the call centre agent that the cancellation will only be effective on 01 October 2023 since they need a clear calendar month notice. Which I also feel is unfair as I am basically paying for nothing. I then told her what about me not having an internet connection for the whole week. She then told me that she will transfer me to technical support. I spoke to a gentleman again and he said that he will refer the matter. I then went ahead and cancelled my contract on the app as I have lost patience now to put it lightly. A lady from cancellations called me some time after that and I explained the matter to her. She then said that she will refer the matter to the Team Leader at Support, he will then call me back. Two guys from VUMATEL finally came that afternoon around 13h00. They told me that the cable can't be fixed. They will contact VOX and then VOX will be in contact with me. I also asked the gentlemen why they're only coming now after a whole week. He told me that they only received the call earlier that day. The Teamleader from VOX called me at 15h57, saying that he received a message to call me. I told him that the guys from VUMATEL were here already and they said that the cable needs to be replaced. He then said ok he will look into the matter. (ALL THIS HAPPENED THURSDAY 03 AUGUST 2023 AFTER I DECIDED TO CANCEL MY CONTRACT) I did another follow up on Friday, 04 August 2023 on Whatsapp. The message I received read as follows, "Please note feedback has been requested from VUMATEL. We will advise as soon as the ETA is confirmed. Kind regards."

Today is Tuesday, 15 August 2023. I have not heard anything from VOX or VUMATEL. I really feel that VOX does not take their clients' wellbeing at heart. I have spent so much money on airtime to call VOX, because you hold for a long time before anyone attends to you. Also the whatsapp chats are only being attended to after a while. I HAVE BEEN WITHOUT FIBRE CONNECTION FOR 12 DAYS NOW. Which means that I have to buy data all the time as I am working from home and my son needs an internet connection for his school work. We need the internet daily. It has cost me a lot of money. I also paid my VOX subscription at the beginning of this month, meaning that my expenses have doubled. VOX wants me to give a clear calendar month notice for cancelling the contract, but I feel that they are in breach of the contract as they are not providing me with the service which I'm paying for. I feel so frustrated because we all live on a budget and as we speak this whole thing is costing me. I am also tired of calling the call centre or sending whatsapp messages as it's not helping at all. I only hear apologies and the fault has been escalated. Please assist me as I do not know what to do anymore.