JO
Julie O
1 reviews | Active since Nov 2009
25 Jul 2022, 10:30
Vox - Beware moving your line within 6 months means huge claw back fees
I took out a fibre contract with Vox earlier this year. I was aware that if I cancelled within a year I would need to pay claw back fees. I knew that I would be moving across the road within about 6 months, but never planned to cancel my contract - simply to move across the road and continue with the same router and contract.. Vox now expects me to pay claw back fees in excess of R2500 to move across the road. I have made several complaints and asked to speak to somebody in charge, to no avail.
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Replies (3)
Vox Telecom's replyOfficial
25 Jul 2022, 10:38Good day, Julie O
Thank you for your query.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Thank you for your query.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Vox Telecom's reply25 Jul 2022, 10:38
Official
Good day, Julie O
Thank you for your query.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
Thank you for your query.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website.
Kind Regards,
Vox
JO
Julie O's updateReviewer Update
25 Jul 2022, 11:57Dear Vox
Moving this fibre line will cost more than moving my entire household. Why would I remain a customer with this kind of treatment?
I have a ticket on your official company platform which has been unanswered for several weeks now.
Regards
Moving this fibre line will cost more than moving my entire household. Why would I remain a customer with this kind of treatment?
I have a ticket on your official company platform which has been unanswered for several weeks now.
Regards
JO
Julie O's update25 Jul 2022, 11:57
Reviewer Update
Dear Vox
Moving this fibre line will cost more than moving my entire household. Why would I remain a customer with this kind of treatment?
I have a ticket on your official company platform which has been unanswered for several weeks now.
Regards
Moving this fibre line will cost more than moving my entire household. Why would I remain a customer with this kind of treatment?
I have a ticket on your official company platform which has been unanswered for several weeks now.
Regards
Vox Telecom's replyOfficial
28 Jul 2022, 10:20Good day , Julie O
Thank you for your patience whilst this matter was being investigated.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.
Please take note of the following procedure for cancellation of Fibre services;
One full clear calendar months’ notice is required, and all cancellations loaded during June 2022, will be effective for the 31th of July 2022
The cancellation quote was also sent to the nominated email address on the account (Ref Q*** )
Should you require any further assistance, please do not hesitate to contact us on 087 *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.
Please take note of the following procedure for cancellation of Fibre services;
One full clear calendar months’ notice is required, and all cancellations loaded during June 2022, will be effective for the 31th of July 2022
The cancellation quote was also sent to the nominated email address on the account (Ref Q*** )
Should you require any further assistance, please do not hesitate to contact us on 087 *** or email ***
Kind Regards,
Vox
Vox Telecom's reply28 Jul 2022, 10:20
Official
Good day , Julie O
Thank you for your patience whilst this matter was being investigated.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.
Please take note of the following procedure for cancellation of Fibre services;
One full clear calendar months’ notice is required, and all cancellations loaded during June 2022, will be effective for the 31th of July 2022
The cancellation quote was also sent to the nominated email address on the account (Ref Q*** )
Should you require any further assistance, please do not hesitate to contact us on 087 *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
We have received the request to cancel the services and the cancellation request has been actioned accordingly.
Please take note of the following procedure for cancellation of Fibre services;
One full clear calendar months’ notice is required, and all cancellations loaded during June 2022, will be effective for the 31th of July 2022
The cancellation quote was also sent to the nominated email address on the account (Ref Q*** )
Should you require any further assistance, please do not hesitate to contact us on 087 *** or email ***
Kind Regards,
Vox