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Thomas P

1 reviews | Active since Feb 2011

29 May 2022, 17:33

Vox - No customer service

Good day,

I have raised a query with Vox on the 11/04/2022 and have had to continuously send emails for feedback. I am told that a technical representative will call me back but this never happens. Last response was on the 10/05/2022 and no call!

Asking the assigned agent for a Manager to call me back never happens and is absolutely frustrating!

I have been advised that modems are not upgraded unless a failure occurs. How can a hardware device not be upgraded after 4 to 5 years of use. Maybe someone at Vox should get professional advise on the life cycle of a router/modem!

I requested information on the firmware update and was advised that there was a version available but this was never run on my modem. It was performed only after I queried it.

I requested technical assistance as my wifi speed in the same room as the access point is 30mbps on a 100mbps line after the firmware update and no call has been received.

I require further assistance on QOS however concerned that I may never get assistance....time for a change I think.

All clients or potential clients should be made aware that devices which should be upgraded are not unless they are faulty and most importantly, there is no customer service or concern for clients with issues.

0
Replies (6)
Vox Telecom
Vox Telecom's reply29 May 2022, 18:39
Official
Good day, Thomas P 

Thank you for your review. 
 
Kindly note that the details of your query has been sent to the Support team to investigate and assist with a resolution.

 We will provide feedback to  you soonest. 

 Kind Regards, 
 Vox 
Vox Telecom
Vox Telecom's reply03 Jun 2022, 12:37
Official
Good day ,  Thomas P 
 
 Thank you for your patience while this matter was being investigated. 
 
Kindly note that we have received confirmation from our technical support team that connectivity issues were resolved.

Should you require any further assistance, please do not hesitate to contact us on *** or email, ***



Kind Regards, 
Vox

TP
Thomas P's update12 Jul 2022, 13:44
Reviewer Update
Resolved????
Your Technician was to come on-site and have a device replaced. This ongoing for months now!

No one replies to my emails... I am paying you for a 200mbps line and only getting 40mbps in the same room as the access point how is this resolved? Your Technician advised that the device seems faulty and wasto replace, where is he?

Ridiculous service and poor customer care to say the least.
TP
Thomas P's update14 Jul 2022, 16:27
Reviewer Update
Update: A tier 3 engineer called to advise me that someone was to come out and have the Capsman replaced. Technician came out to replace the router??? We found the same issue with the new router and the entire configuration changes according to the new router which provides wifi to one part of the house. This was not the initial layout further more, no feedback from VOX yet again!
Vox Telecom
Vox Telecom's reply19 Jul 2022, 07:46
Official
Good day, Thomas P 
 
Thank you for your patience whilst this matter was being investigated.
 
Kindly note that we have received confirmation that the connectivity issues were resolved after the Capsman were replaced and tested by the onsite engineer.

Should you require any further assistance, please do not hesitate to contact us on *** or email, ***

Kind Regards, 
Vox

TP
Thomas P's update19 Jul 2022, 08:19
Reviewer Update
Dear Vox, it has taken 2 months to resolve this after diagnosing the problem. Your technicians were sent 3 times to perform the same action which was anything but near the actual problem. The turn around time to resolve this is poor, to get an actual agent take a call is poor because one can never reach an agent through the so called "Helpdrsk", the app you have to log or raise incidents has the same lack of responses ir should i correctly say no tesponse. You need to work on the customer service you offer clients. I have not logged an incident with you in the 4 years as a VOX client. This was the first and it was tedious and frustrating. I am concerned that should I need assistance in the future, I will have to go through the same frustrations. The only time I got attention with my case was when posting on Hello Peter. Hello Peter isn't your helpdesk but it seems like the resolve clients have to take to get a call. I have requested for a CRM or Manager to call me back, to date this has not happened.