HO
Hannes O
1 reviews | Active since Oct 2018
30 Jul 2024, 08:20
VOX - Daylight *******
***
I signed up for VOX 01 October 2023. Note that I was with MWEB so the Fibre line and router was already on site. I recently purchased a house 3 km down the road and informed VOX that I will be moving there. Note this property also have a Fibre line fully installed with the standard Nokia router. VOX said I only need to take my WIFI router that they provided and they will activate the internet at the new address. Then they also informed me they will charge me a cancellation fee of R2,500. Firstly this is R400 more than my remainsing 2 months contract so not sure how they got to that amount. Secondly I am not cancelling my Fibre I am chaning address. Thirdly they had zero installation fees at both adresses it is merely a change of IP adress in my view so not sure which costs they incurred. This makes no sense at all and they have lost a potential customer for the next 20 years. The people at their call centre cannot explain any of this to myself as well. Please be very careful of signing up with these guys as they clearly are only intent on making money.
Helpful (0)
Replies (4)0
Replies (4)
Vox Telecom's replyOfficial
30 Jul 2024, 09:16Good day, Hannes O
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
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.
Regards
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
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.
Regards
Vox
Best regards,
Vox Telecom's reply30 Jul 2024, 09:16
Official
Good day, Hannes O
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
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.
Regards
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the cancellation team to investigate and assist.
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.
Regards
Vox
Best regards,
HO
Hannes O's updateReviewer Update
30 Jul 2024, 09:22How was the claw back calculated? R2,875 and now after 10 months you want R2,500 back? Not even sure how you got to R2,875 as the infrastructure was already in place (Fibre and router).
You are charging me more than the full remainder of my contract? (R1,050 x 2). How does that make sense?
You are charging me more than the full remainder of my contract? (R1,050 x 2). How does that make sense?
HO
Hannes O's update30 Jul 2024, 09:22
Reviewer Update
How was the claw back calculated? R2,875 and now after 10 months you want R2,500 back? Not even sure how you got to R2,875 as the infrastructure was already in place (Fibre and router).
You are charging me more than the full remainder of my contract? (R1,050 x 2). How does that make sense?
You are charging me more than the full remainder of my contract? (R1,050 x 2). How does that make sense?
HO
Hannes O's updateReviewer Update
30 Jul 2024, 11:49Issue was resolved thank you
HO
Hannes O's update30 Jul 2024, 11:49
Reviewer Update
Issue was resolved thank you
Vox Telecom's replyOfficial
30 Jul 2024, 13:16Good day, Hannes
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Best regards,
Vox Telecom's reply30 Jul 2024, 13:16
Official
Good day, Hannes
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted accordigly.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Best regards,