Vox MTN LTE Outtage

There was an MTN LTE Outage that took both Vox and MTN 12 days to resolve. The Initial outage started on Thursday evening 18 January 2024 and this was only resolved on 30 January 2024 during this time I had to constantly call in to VOX to try and get an update on numerous occasions I requested a call back that never happened, during this time may main concern was what Vox was going to do to compensate me for my extra expenses when a consultant informed me that vox would credit my Account for the period that the network was down. I work from home and had to make alternate arrangements to be able to work.

During my calls with VOX I requested a sim swap as not all packages were affected 150 to be exact based on information a consultant gave me the consultant then said he will put the request through to sales, the following day I called vox to find out the progress of my request as no one has phoned me to confirm any details I was then informed that no request was submitted, this consultant advised me that getting a sim-swap would take longer than the actual fix as the problem has been found and MTN is working on a fix. The day thereafter I called to find out if there is an ETA and the consultant stated that no ETA could be given at the time I went on complaining about giving him the full story of how it is affecting my work and finances and that Vox should be able to assist in the situation provide me/us the clients with alternative temp packages to get us back online the consultant then suggested I request to change to Telkom he transferred me to accounts where I need to request the change he said he can not tell me the costs of this change but he is sure that the duration of the outage should be able to cover any additional costs I held on the line for 30 minutes and no -one answered.

Eventually the problem has been resolved when I called the accounts department to ask what the process is to get my account credited according to the consultant Vox are not crediting accounts due to outages i could accept this for 1 or two days but 12 days why should I the client be responsible for a problem I did not create, I then requested that a manager contact me as this needs to be resolved this was yesterday morning 31 January 2024 12:05 today it is 12:44 and still no call back from Vox .

The worst of it all is this year they have increased our monthly premiums and now they are forcing me to pay for a service that I have not received how does this make sense.