Unacceptable Service, Misleading Promises & Account Mishandling by Vox

Title: Unacceptable Service, Misleading Promises & Account Mishandling by Vox

Review:

I am extremely disappointed with the way Vox has handled my account and the lack of professionalism I’ve experienced throughout this process.

I initially requested that my fibre service be transferred to a router-based service after moving to a new address that does not support fibre. Instead of assisting with a seamless migration, I was told I had to cancel my current service and pay a cancellation fee — something I never intended or agreed to, as I wanted to remain a Vox customer.

After a frustrating back-and-forth, I received a call from a Vox agent (from ***) who clearly stated that the cancellation fee would be waived if I submitted a formal request to reinstate services at my new address. I followed the instructions and submitted the request in writing. However, shortly after, Vox reversed their decision and now insists that I must pay the full outstanding amount and that the offer is no longer valid.

To make matters worse, I was still billed after my service was cancelled and my account was eventually handed over to debt collectors, despite my clear efforts to resolve the matter amicably and in good faith. I was even willing to return the hardware (router) and did everything expected of me.

This is completely unacceptable. I feel misled, ignored, and financially penalized for a situation that could have easily been resolved through better customer care and accountability. The experience has left me feeling like Vox prioritizes profit over people and has no regard for customer loyalty or fair treatment.

I have escalated this issue to my legal team and will be disputing the listing with the credit bureaus. I strongly caution anyone considering Vox — if you ever need to move, expect zero support, broken promises, and aggressive billing.