VOX not hitting the sweet spot

If you ever want internet this is not the company to use. My painful experience started in December 2022. Frogfoot installed fibre in our sectional title complex. This is a property that I let out for Holidays in Margate. I signed up with VOX and requested the service to be installed and ready as from the 1st of February 2023. I confirmed this is writing and accepted the VOX quote for a 40/40line. I also informed them in writing that the letting agent must be contacted for access and installation as I am working abroad. February came and went and I started following up in March 2022 to what is happening. At some stage I was informed that they could not get hold of me for the installation. I once again informed them in writing that I cannot be contacted for the installation the letting agent must be contacted and provide the contact details again. The letting agent was aware of the arrangement but never contacted. March went April passed May came and gone. I continuously followed up by email but no movement on the matter. In June out of frustration i called them and request that the installation must be cancelled. Whereafter they promised me it will be done and in the first week of June after many interaction with the installer he eventually understood that I am not at the property for the installation but that the letting agent must be contacted and be there. Before the installation started, I requested for a lower package as I do not trustee their service now. I requested for a 40/10 line and accepted their offer on the 12th of June which include a lower subscription for the first 4 Months. The fibre installation was completed in the week of the 12th June and the router was to be shipped to for self-installation. I informed VOX in writing that the router must not be shipped to the property but to the letting agent as there is no-one at the property. The promised delivery in the next two days. Needless to say two days came and two days past. After several follow-up a was provided with a tracking number and hour after i threatened them with cancellation on 22 June. The router arrived on the 23 June when the delivery guy called me ad informed me thre is no=one at the property. I said to him VOX was supposed to deliver at the letting agent as agreed. He managed to accommodate the delivery to the letting agent later during the day. The service was up and running on 23 June. Now you would think that would be the end of my problems. But know. The debit authorisation they send me was for the wrong package the 40/40 and not the 40/10. After speaking to a consultant, he said i must not authorise the debit order and the system will cancel it and send a new request with the correct amount for the correct package. Thus i did not authorise the debit order. low and behold on the 15th of July the debit order for the wrong amount which i did not authorise went of my account. I phones VOX accounts and explained the situations they said i must speak to sales, I spoke to sales and they said i must speak to technical so i spoke to technical. Technical said this was confusing and he could not understand why they said i must speak to technical. I agreed fully. Luckily for VOX they guy was very nice and promised me that he will make sure accounts and sales resolve the issue. I accepted this again. Later the day the sales consultant with which a signed the 40/10 line called me and promised me the problem will be resolved and that they will provide feedback. The next day a consultant from the South Coast called and said his HQ informed him that I want to downgrade. I said that is incorrect i have done this already on the 12th of June and sent the acceptance form on the 12th of June. He said he is not going to process the order as there is already such an order and his HQ must resolve it otherwise there will be duplication. I accepted this. On the 23rd of July i received the new account and in great anticipation for the new and corrected account including credit for the overpaid amount I opened the account. Now you won’t believe it but the account was NOT CORRECTED and the wrong amount appeared again with the wrong package. I informed the sales consultant again of the errors and request my bank to cancel and reverse the debit order which I did not authorise. I also informed the sales consultant and said i will pay the account via EFT once corrected. He said that is fine. He said I must accept a new proposal so that it can be corrected. I also accepted a new proposal which was the same as the proposal i accepted on the 12th of June. On the 26th July I received a new statement but still for the wrong amount and with a rejection admin fee for the debit order that i did not authorise. I have now given up and am convinced that VOX company as a whole are *********** as a simple installation can provide so many difficulties and frustration. From technical, account and sales no one can fix my problem. When I requested to speak to a manager at VOX i was ignored. Thus, my recommendation if you want internet is a definite NO for VOX. Poor service, poor understanding of the clients needs, poor execution, poor customer service, poor all round. I would not recommend VOX at all other internet companies takes day and you are up and running. With VOX your struggles will be endless and fibre at vox is definitely not hitting the sweet spot.