1 reviews | Active since Jun 2019
Vox Telecom
HI all. so I have been a loyal customer to vox since before hard lockdown. Thats almost 3years if not longer. I have initially signed for a 20mb line up and down. I never bother checking my monthly invoice as I know the amount as it is saved to my bank app so every month i just pay the amount due. I was recently approached by a very well known network provider promoting me their services and prices. I told the guy ill have to look at my invoices to do comparrison. I then noticed my invoice indicates i have got a 50mb line. My download speed is always between 2 and 2.5mb/s. if i do speedtest i get 20mb up and down. I contacted Vox to querry this as im being charged for services i am not receiving. I sent my 1st querry email on Sunday 12/06/2022 and today is 14/06/2022. I even emailed them again to ask if there is any response and even told them if i do not get an response i will be reviewing on Helo Peter and clearly that did not botherr them either as im still waiting for feedback. I want them to contact me to sort this out and also reimburse me for over 6months that I have been overcharged. My cousin signed up by them and is paying about R1100 for 100mb line. Why is it that im paying R1000 for a 20mb line only and my invoice states im getting 50mb/s. Clearly they are quick to sign you up but dont give a **** there after. I will be quiting their contract and hand this over to a legal party that can assist me further. I phoned their accounts yesterday and the lady who answered sounded like she is being forced to work there by gun point and just shunted me to support department where as gentlemen confirmed he can see the problem and that accounts department needs to sort it out. He also confirmed that my ticket is open but yet i do not receive any feedback from Vox Telecom.
Thank you for raising your concerns with us.
Please note that the details of your query has been escalated to the Support and Accounts teams respectively to investigate and assist accordingly.
We will contact you shortly to assist with the resolution of your query.
Kind Regards,
Vox
Thank you for raising your concerns with us.
Please note that the details of your query has been escalated to the Support and Accounts teams respectively to investigate and assist accordingly.
We will contact you shortly to assist with the resolution of your query.
Kind Regards,
Vox
So after my first review i got contacted shortly after by support. The gentlemen struggled for nearly an hour to no success. he then mentioned that the issue is on Vumatel's side.
The very next day i received an email from Vox saying that for the next 3 months all vox/vumatel customers will have double line speed at no extra cost. I then immediately done a speedtest when I got home and noticed that im getting 100mb line speed. this means that my line was fixed and i am no longer getting only 20mb but rather 50mb (which is now doubled to 100mb).
The issue im still having is that for over 6 months a was overcharged for service i did not receive and I want to know how i will be compensated for it?
I need 1 person that can phone me and sort this out from start to finish and that can keep in touch with me almost hourly, because im getting phoned by 20 different people and everyone keeps saying they will pass the "ticket" to accounts to sort out. Either the people at accounts are all sleeping, on leave or just simply don't know what to do as they are not contacting me.
My line was fixed (as it seems) without notifying me that they fixed it. now im not hearing anything further from Vox in regards to compensating me for the months I was over charged.
Do they perhaps think that now that my line is fixed it would just shut me up and that I would just let it go??
Again, I need someone who is competent enough that will contact me with where the case is currently standing on how I will be compensated and keep in touch with me until EVERYTHING is resolved and not just tell me the ticket is logged to accounts and that they will contact me when they get feedback, BECAUSE IF I HEAR THAT LINE FROM ONE OF VOX'S STAFF, I ALREADY EXPECT TO HEAR NOTHING FURTHER ONCE THE LINE IS DROPPED because like I said, Accounts department just does not get back to a person. I have sent them 3 emails and still don't hear JACK from them.
Regards
Jaco
So after my first review i got contacted shortly after by support. The gentlemen struggled for nearly an hour to no success. he then mentioned that the issue is on Vumatel's side.
The very next day i received an email from Vox saying that for the next 3 months all vox/vumatel customers will have double line speed at no extra cost. I then immediately done a speedtest when I got home and noticed that im getting 100mb line speed. this means that my line was fixed and i am no longer getting only 20mb but rather 50mb (which is now doubled to 100mb).
The issue im still having is that for over 6 months a was overcharged for service i did not receive and I want to know how i will be compensated for it?
I need 1 person that can phone me and sort this out from start to finish and that can keep in touch with me almost hourly, because im getting phoned by 20 different people and everyone keeps saying they will pass the "ticket" to accounts to sort out. Either the people at accounts are all sleeping, on leave or just simply don't know what to do as they are not contacting me.
My line was fixed (as it seems) without notifying me that they fixed it. now im not hearing anything further from Vox in regards to compensating me for the months I was over charged.
Do they perhaps think that now that my line is fixed it would just shut me up and that I would just let it go??
Again, I need someone who is competent enough that will contact me with where the case is currently standing on how I will be compensated and keep in touch with me until EVERYTHING is resolved and not just tell me the ticket is logged to accounts and that they will contact me when they get feedback, BECAUSE IF I HEAR THAT LINE FROM ONE OF VOX'S STAFF, I ALREADY EXPECT TO HEAR NOTHING FURTHER ONCE THE LINE IS DROPPED because like I said, Accounts department just does not get back to a person. I have sent them 3 emails and still don't hear JACK from them.
Regards
Jaco
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the connectivity and speed issues were resolved.
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, outage or connectivity issues,
should there be any, we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
Should you require any further assistance, please do not hesitate to contact us 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 and speed issues were resolved.
Fibre and Telecommunications Products are best effort Broadband Services, which does not provide full reliability on all additional services.
There is no Service Level Agreement between Vox and the customer with regards to resolution timeframes of downtime and provision of strength on different PlayStation/Gaming/Internet TV connections or any other services making use of the Broadband Services.
There is also no agreement which guarantees 100% uptime or a credit for downtime, outage or connectivity issues,
should there be any, we have capable technical engineers available 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame.
Should you require any further assistance, please do not hesitate to contact us on *** or email, ***
Kind Regards,
Vox