Unjust Service Suspension & Zero Accountability – Trapped in a Contract!

I am beyond frustrated with Vox and how they have handled my account suspension. My service was abruptly cut off because I refused to pay for old hardware that was never returned—not due to my own fault, but because their courier company failed to collect it properly.

The driver claimed they couldn’t find my address and canceled the pickup without even attempting to contact me. The next day, I had to reach out to the courier company myself, as they had not communicated anything to me. This was crucial because they cannot enter my complex without me granting access. Despite me being home and available for an extended period, the collection never happened. Eventually, I received a message stating that the collection was rescheduled, only for the branch itself to cancel it.

Since then, I have explained this situation three times to different customer service agents, all of whom assured me they would look into it. Yet, I am still waiting for any communication back from them. Instead, my service remains suspended, leaving me without internet—which is incredibly disruptive as I work from home.

To make matters worse, I am stuck in a 12-month contract, meaning I cannot cancel my service without paying hefty cancellation fees. So now I feel like a prisoner—either I do exactly what they demand, or I have to pay, even though the fault is entirely theirs. They now expect me to personally take the router to their branch or ship it at my own cost, with no reimbur*****t for fuel or shipping fees. Why should I have to fix their courier’s failure?

What’s most infuriating is that I have been a loyal customer for almost three years, and instead of investigating properly, they immediately assumed I was at fault. Their complete lack of accountability and disregard for long-term customers is appalling.

As of now, I am still without service and still waiting for any kind of resolution. The way this has been handled is unacceptable, and I would strongly advise anyone considering this provider to think twice. 1/5 stars.