Vox Business Internet - No Service/2 weeks down/unable to fix their own system and accoutns

Dear Vox Team,

As a loyal business customer for over three years, our experience with your service has been increasingly disappointing. Despite our business growth and subsequent higher internet usage, the support we’ve received has not matched the premium we pay for your services.

We were compelled to upgrade to a more expensive business package, from approximately R3K to R5K, with the promise of priority service. Unfortunately, this promise has not been fulfilled, as we’ve experienced delays of up to two weeks for fault resolution.

The most pressing issue is the repeated suspension of our account over the past four months due to non-debiting of our payments. Despite having sufficient funds, we’ve been forced to make manual EFT payments, which are not promptly acknowledged, leading to service downtime for which we are still charged.

The lack of effective communication and resolution is concerning. Our attempts to discuss these issues have been met with unhelpful suggestions and dropped calls. For a business spending R5K monthly, the expectation of having a dedicated account manager or at least a contact point to resolve such issues is reasonable.

At this juncture, if our account is deemed burdensome, we would appreciate a straightforward solution, including the possibility of contract cancellation, allowing us to seek a provider that meets our needs.

We are open to dialogue and urge you to contact us to address these persistent issues.

Sincerely, Customer without Internet