VOX Fibre Experience (with Netstream)

VOX Fibre Experience (with Netstream) If you're considering getting fibre through Vox, I strongly recommend you go directly with the fibre provider instead (like MetroFibre, Netstream, etc.). Vox is great when it comes to signing you up, but once you experience issues, especially major ones like equipment failure, they offer absolutely no real support or urgency.

My fibre has been down due to a power surge that affected the Netstream ONT. I reported this to Vox (my ISP), but all I’ve received are generic, copy-pasted responses from their WhatsApp support agent “Thando.” There is no escalation, no real updates, and certainly no empathy. Just the same repeated "24–72 hour turnaround" line with no action.

I work from home and have explained how critical connectivity is for my livelihood. Despite this, my fault remains unresolved with no accountability from Vox. They keep blaming the fibre provider and wash their hands of the issue.

This level of poor support, lack of urgency, and scripted communication is unacceptable. Choose a provider that takes ownership of the full experience, not one that shifts blame when things go wrong.

Extremely disappointed.