TR
Tristan R
1 reviews | Active since Apr 2019
28 Feb 2023, 14:34
Terrible customer service
Vox is very quick to take you on as a new customer and they send you all the documents within a day. However, when it comes to them fulfilling there obligations, they are a no show.
Got an order update on 2 February 2023, saying that Vuma will be in contact with regards to the installation of infustructure within 14 working days which would be 22 February 2023. Haven't received any communication and when contacting Vox, they say they will escalate it. No response from them either. Cancelled my current fibre with effect from 28 February. In terms of the contract with Vox, it should commence on 1 March 2023 which is tomorrow. Now I won't have any fibre from tomorrow. If I had known this was the service I would receive, I would never have cancelled my current contract. Very poor from Vox.
Helpful (0)
Replies (13)0
Replies (13)
Vox Telecom's replyOfficial
28 Feb 2023, 15:38Good day, Tristan R
Thank you for your review.
Kindly note that the details of this query has been sent to the Project Management team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of this query has been sent to the Project Management team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply28 Feb 2023, 15:38
Official
Good day, Tristan R
Thank you for your review.
Kindly note that the details of this query has been sent to the Project Management team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of this query has been sent to the Project Management team to investigate and assist with the resolution.
We will provide feedback to you soonest.
Kind Regards,
Vox
TR
Tristan R's updateReviewer Update
28 Feb 2023, 15:40Thank you, but how does that help if we need the internet from tomorrow as per the agreement in the contract?
TR
Tristan R's update28 Feb 2023, 15:40
Reviewer Update
Thank you, but how does that help if we need the internet from tomorrow as per the agreement in the contract?
TR
Tristan R's updateReviewer Update
28 Feb 2023, 21:58Got a call from the Project Management team, they can't tell me when they will sort it out. So now I must go without internet because Vox didn't do what they were supposed to do. Why do you give time frames in the order updates and agree upon a date for the contract to commence if you can't up hold to it?
TR
Tristan R's update28 Feb 2023, 21:58
Reviewer Update
Got a call from the Project Management team, they can't tell me when they will sort it out. So now I must go without internet because Vox didn't do what they were supposed to do. Why do you give time frames in the order updates and agree upon a date for the contract to commence if you can't up hold to it?
Vox Telecom's replyOfficial
01 Mar 2023, 10:51Good day , Tristan R
Thank you for the review.
We also received your complaint via Twitter,
The project management team confirmed timelines were explained , The order has been logged, They will keep you updated until resolved.
We will provide feedback to you soonest.
Regards
Vox
Thank you for the review.
We also received your complaint via Twitter,
The project management team confirmed timelines were explained , The order has been logged, They will keep you updated until resolved.
We will provide feedback to you soonest.
Regards
Vox
Vox Telecom's reply01 Mar 2023, 10:51
Official
Good day , Tristan R
Thank you for the review.
We also received your complaint via Twitter,
The project management team confirmed timelines were explained , The order has been logged, They will keep you updated until resolved.
We will provide feedback to you soonest.
Regards
Vox
Thank you for the review.
We also received your complaint via Twitter,
The project management team confirmed timelines were explained , The order has been logged, They will keep you updated until resolved.
We will provide feedback to you soonest.
Regards
Vox
TR
Tristan R's updateReviewer Update
01 Mar 2023, 12:24On 2 February, I got the timeline regarding the process. However, if the order was placed with Vumatel by Vox on 2-3 February when I received the order update, it would have been done within 14 business days which would have complained by 22 February - the latest. Now I'm without fibre, got university and work to do. Vox placed the order with Vumatel today (1 March), so that means I will only have fibre from 20 March latest but according to the contract my fibre should have commenced from today. So I don't see how that is acceptable? Now I must purchase mobile data so I can get my stuff done. So in effect, I'm responsible for this problem as Vox could not fulfill there obligations within the stipulated time frame.
TR
Tristan R's update01 Mar 2023, 12:24
Reviewer Update
On 2 February, I got the timeline regarding the process. However, if the order was placed with Vumatel by Vox on 2-3 February when I received the order update, it would have been done within 14 business days which would have complained by 22 February - the latest. Now I'm without fibre, got university and work to do. Vox placed the order with Vumatel today (1 March), so that means I will only have fibre from 20 March latest but according to the contract my fibre should have commenced from today. So I don't see how that is acceptable? Now I must purchase mobile data so I can get my stuff done. So in effect, I'm responsible for this problem as Vox could not fulfill there obligations within the stipulated time frame.
TR
Tristan R's updateReviewer Update
03 Mar 2023, 15:07So it's been three days now since commencement date and we still don't know what's going on. Got contacted yesterday regarding our ONT box and then again today requesting pictures of our equipment. The ONT box is the property of Openserve, so that has nothing to with Vox and Vumatel. The woman I spoke to, asked ''What do you want us (Vox) to do?''. I don't know, maybe have my fibre installed as per the agreement. Vox is the ISP, they should know what has to be done. This getting really pathetic now.
TR
Tristan R's update03 Mar 2023, 15:07
Reviewer Update
So it's been three days now since commencement date and we still don't know what's going on. Got contacted yesterday regarding our ONT box and then again today requesting pictures of our equipment. The ONT box is the property of Openserve, so that has nothing to with Vox and Vumatel. The woman I spoke to, asked ''What do you want us (Vox) to do?''. I don't know, maybe have my fibre installed as per the agreement. Vox is the ISP, they should know what has to be done. This getting really pathetic now.
TR
Tristan R's updateReviewer Update
04 Mar 2023, 09:42The woman I spoke to yesterday said she would speak to her manager and get back to me. Haven't heard anything and now it's weekend, so now I have to wait for Monday and that's not even a guarantee that things will get sorted out. Why does it need to keep going back and forth to different people?
TR
Tristan R's update04 Mar 2023, 09:42
Reviewer Update
The woman I spoke to yesterday said she would speak to her manager and get back to me. Haven't heard anything and now it's weekend, so now I have to wait for Monday and that's not even a guarantee that things will get sorted out. Why does it need to keep going back and forth to different people?
TR
Tristan R's updateReviewer Update
06 Mar 2023, 13:56What does it take to get fibre from you? This is really poor customer service.
TR
Tristan R's update06 Mar 2023, 13:56
Reviewer Update
What does it take to get fibre from you? This is really poor customer service.
TR
Tristan R's updateReviewer Update
06 Mar 2023, 14:47Guess it will be another day of no fibre and not knowing what's going on.
TR
Tristan R's update06 Mar 2023, 14:47
Reviewer Update
Guess it will be another day of no fibre and not knowing what's going on.
TR
Tristan R's updateReviewer Update
08 Mar 2023, 09:14We still don't have fibre. Vumatel hasn't installed the infrastructure yet so I don't know how the line is active and installation is done. Vumatel was here yesterday to have a look at what needs to be done but nothing was done. Got a notification from Vox to say billing has commenced however we still don't have anything besides a modem.
TR
Tristan R's update08 Mar 2023, 09:14
Reviewer Update
We still don't have fibre. Vumatel hasn't installed the infrastructure yet so I don't know how the line is active and installation is done. Vumatel was here yesterday to have a look at what needs to be done but nothing was done. Got a notification from Vox to say billing has commenced however we still don't have anything besides a modem.
TR
Tristan R's updateReviewer Update
08 Mar 2023, 10:30Thank you because this is getting really ridiculous now. Been without fibre now for 8 days.
TR
Tristan R's update08 Mar 2023, 10:30
Reviewer Update
Thank you because this is getting really ridiculous now. Been without fibre now for 8 days.
TR
Tristan R's updateReviewer Update
09 Mar 2023, 11:49Our installation from Vumatel has been put in, however it still needs to be spliced. Who does that and how long does it take before someone comes?
TR
Tristan R's update09 Mar 2023, 11:49
Reviewer Update
Our installation from Vumatel has been put in, however it still needs to be spliced. Who does that and how long does it take before someone comes?
Vox Telecom's replyOfficial
13 Mar 2023, 11:01Good day Tristan
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that line has been activated and the installation has been completed.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Regards
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that line has been activated and the installation has been completed.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Regards
Vox
Vox Telecom's reply13 Mar 2023, 11:01
Official
Good day Tristan
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that line has been activated and the installation has been completed.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Regards
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that line has been activated and the installation has been completed.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Regards
Vox