1 reviews | Active since Nov 2022
Vox should pay attention to their customers!
My horrible experience started on the 16th October when I placed my Fibre to the Home package, knowing that it may take time to activate my line for when I move into my new place. Today is the 14th November and I still don't have an internet connection. The surprising part is that this should have been the easiest process in the Telecoms world because the Fibre infrastructure was already installed by the previous owner and the line just had to be activated... The extremely poor communication started with the Project Specialist department and from there the communication just became worse and I did not receive any customer service or follow ups on my account/ticket. After several emails and HOURS on the phone to the technical support helpdesk my "unimportant" ticket is still hanging. Until today I don`t know what is causing the problem and I don`t know what their plan of action is? The sad part is that the customer must figure out what is happening because you are pushed from pillar to post all the time and some of the conversations are logged, and the others are ignored. A Vox Specialist was called out to my house to sort my connection problem out and he left my house promising me that everything will work after 48 hours but the call out ticket was closed and shows as cancelled under my profile. When I told him on whatsapp that I would like to cancel everything he said ok by using the thumbs up emoji. The Vox team must please start taking accountability for their customers, their product, and the services that they offer. I will not pay for a service that I did not receive and today I had to load 50GB on my phone so that I can continue to work from home. I wish I had read the reviews before entering into an agreement with this company. I do not wish my experience with this company upon anyone else.
Thank you for your post.
Kindly note that the details of your complaint has been sent to the Project Management team to assist.
We will investigate the details of your complaint and provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your post.
Kindly note that the details of your complaint has been sent to the Project Management team to assist.
We will investigate the details of your complaint and provide feedback to you soonest.
Kind Regards,
Vox
Thank you for taking the time to respond to my post/review.
I would like to inform you that although you have organised for a technician to come to my house to sort out my ongoing problem, this has still not been resolved.
Since the 1st November, 3 Vox technicians visited my house and until today, 16th November we are still without an internet connection. The frustrating part is that none of the technicians are aware of what the previous technician has done and all of them are following the same process of trouble shooting, taking photos and logging a call with Vumatel with regards to a faulty fibre line and every time Vumatel confirms that the fault has been resolved and every time the fault has not been resolved and a new technician comes out to follow the same process as its predecessors. We are in repeat mode and the result remains the same, no solution and a disgruntled customer that loses all hope and faith in the company.
It is also sad that I have to post on a public forum in order to receive a response from the Vox team. When following the normal channels, my requests are ignored and not actioned.
My plea to you is to use one person that will look after my "ticket" until is it resolved, passing it from one technician to another does not solve the problem.
Also, if you cannot fix the internet connection on an existing wifi/fibre installation for a normal, standard household, please inform me accordingly and we can shake hands and both parties can exit from the standing agreement to avoid any further frustration, wasted time and efforts.
Regards,
Anli
Thank you for taking the time to respond to my post/review.
I would like to inform you that although you have organised for a technician to come to my house to sort out my ongoing problem, this has still not been resolved.
Since the 1st November, 3 Vox technicians visited my house and until today, 16th November we are still without an internet connection. The frustrating part is that none of the technicians are aware of what the previous technician has done and all of them are following the same process of trouble shooting, taking photos and logging a call with Vumatel with regards to a faulty fibre line and every time Vumatel confirms that the fault has been resolved and every time the fault has not been resolved and a new technician comes out to follow the same process as its predecessors. We are in repeat mode and the result remains the same, no solution and a disgruntled customer that loses all hope and faith in the company.
It is also sad that I have to post on a public forum in order to receive a response from the Vox team. When following the normal channels, my requests are ignored and not actioned.
My plea to you is to use one person that will look after my "ticket" until is it resolved, passing it from one technician to another does not solve the problem.
Also, if you cannot fix the internet connection on an existing wifi/fibre installation for a normal, standard household, please inform me accordingly and we can shake hands and both parties can exit from the standing agreement to avoid any further frustration, wasted time and efforts.
Regards,
Anli
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity was restored after the Network Provider , Vumatel replaced the ONT.
Should you require any further assistance, please do not hesitate to contact our 24/7 Support Center on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity was restored after the Network Provider , Vumatel replaced the ONT.
Should you require any further assistance, please do not hesitate to contact our 24/7 Support Center on *** or email ***
Kind Regards,
Vox