DL
DawonZA L
1 reviews | Active since Mar 2022
17 Aug 2023, 10:11
Vox, another Telecom secret agent
On 16/8/23, just after 18h00, we experienced a fibre breakoutr in the Ekurhuleni area.
About 26 minutes *THEREAFTER*, received a SMS from Vox advising us of the fibre breakout, and that it had been escalated to Metrofibre. Yay!!!!
16 hours later, still no feedback from Vox on the ETA of service resumption, or an uopdate of the status of the incident. Nothing. Nada. Zilch
This is a fine example of customer-don't-care.... could have just stayed with Telkom, that is the BS which we experienced before with them.
Where is your DRP, Vox... to keep your customers connected to the internet?
Helpful (0)
Replies (3)0
Replies (3)
Vox Telecom's replyOfficial
17 Aug 2023, 10:34Good day, Ashley S
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Vox Telecom's reply17 Aug 2023, 10:34
Official
Good day, Ashley S
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
DL
DawonZA L's updateReviewer Update
17 Aug 2023, 12:27Blah, blah, blah and more blah...
So Vox, Peter Cheales has been teaching customer care principles for years...
From even before he started the hellopeter.com ticket system.
Clearly Vox has been in a coma in all of this time…
Let’s recap:
1. YOUR fibre service which we pay for diligently each month, truncated yesterday around 18h10
2. Your system then generated a SMS to us to “advise us” of the breakout. YAY!!!! We knew about the breakout around 23 minutes before your SMS arrived.
3. Since then Vox has been conspicuously quiet…not a word regarding the status of the breakout…. and MORE IMPIRTANTLY, when it is expected to be resolved… or even a backup contingency to keep its customers connected to the internet.
In the meanwhile we have needed to buy data to be able to resume our ability to connect to the internet.
2 Questions
1. WHY no communication regarding the status/update of the breakout?
2. Will we receive a credit on our account for the duration of the internet breakout?
Lost all faith in the Vox "relationship"
So Vox, Peter Cheales has been teaching customer care principles for years...
From even before he started the hellopeter.com ticket system.
Clearly Vox has been in a coma in all of this time…
Let’s recap:
1. YOUR fibre service which we pay for diligently each month, truncated yesterday around 18h10
2. Your system then generated a SMS to us to “advise us” of the breakout. YAY!!!! We knew about the breakout around 23 minutes before your SMS arrived.
3. Since then Vox has been conspicuously quiet…not a word regarding the status of the breakout…. and MORE IMPIRTANTLY, when it is expected to be resolved… or even a backup contingency to keep its customers connected to the internet.
In the meanwhile we have needed to buy data to be able to resume our ability to connect to the internet.
2 Questions
1. WHY no communication regarding the status/update of the breakout?
2. Will we receive a credit on our account for the duration of the internet breakout?
Lost all faith in the Vox "relationship"
DL
DawonZA L's update17 Aug 2023, 12:27
Reviewer Update
Blah, blah, blah and more blah...
So Vox, Peter Cheales has been teaching customer care principles for years...
From even before he started the hellopeter.com ticket system.
Clearly Vox has been in a coma in all of this time…
Let’s recap:
1. YOUR fibre service which we pay for diligently each month, truncated yesterday around 18h10
2. Your system then generated a SMS to us to “advise us” of the breakout. YAY!!!! We knew about the breakout around 23 minutes before your SMS arrived.
3. Since then Vox has been conspicuously quiet…not a word regarding the status of the breakout…. and MORE IMPIRTANTLY, when it is expected to be resolved… or even a backup contingency to keep its customers connected to the internet.
In the meanwhile we have needed to buy data to be able to resume our ability to connect to the internet.
2 Questions
1. WHY no communication regarding the status/update of the breakout?
2. Will we receive a credit on our account for the duration of the internet breakout?
Lost all faith in the Vox "relationship"
So Vox, Peter Cheales has been teaching customer care principles for years...
From even before he started the hellopeter.com ticket system.
Clearly Vox has been in a coma in all of this time…
Let’s recap:
1. YOUR fibre service which we pay for diligently each month, truncated yesterday around 18h10
2. Your system then generated a SMS to us to “advise us” of the breakout. YAY!!!! We knew about the breakout around 23 minutes before your SMS arrived.
3. Since then Vox has been conspicuously quiet…not a word regarding the status of the breakout…. and MORE IMPIRTANTLY, when it is expected to be resolved… or even a backup contingency to keep its customers connected to the internet.
In the meanwhile we have needed to buy data to be able to resume our ability to connect to the internet.
2 Questions
1. WHY no communication regarding the status/update of the breakout?
2. Will we receive a credit on our account for the duration of the internet breakout?
Lost all faith in the Vox "relationship"
Vox Telecom's replyOfficial
21 Aug 2023, 10:28Good day, Ashley
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Vox Telecom's reply21 Aug 2023, 10:28
Official
Good day, Ashley
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox
Thank you for your patience while this matter was being investigated.
Kindly note that we have received confirmation that the connectivity issues were resolved after the Network Provider , restored the link.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox