JG
Jan G
1 reviews | Active since Feb 2011
29 Aug 2022, 14:57
Vox Telecom very disappointing client experience
Vox Telecom does not provide services as advertised. They speak of 100 to 150 MBps for their MTN/LTE package which in reality provides speeds that are usually between 10 and 25 MBps and at times run at a meagre 1-2 MBps.
Their customer portal also leaves much to be desired. As a new client, I was investigating the portal and innocently clicked on the topup link to see what the topup rates are. Nothing appeared to happen, which made me suspicious so I made an enquiry and discovered that my click had incurred charges of R500 for 100 GB of data which I did not need or require.
When I queried this and asked for the transaction to be reversed, I was told that topups cannot be reversed.
The company refuses to reply to my questions as to why the website has been set up to appear to be unresponsive, yet a single click leads to topup charges of R500. There is no warning, no opportunity to confirm, not even an indication of the extent of charges and nor does the portal confirm that a "transaction" has taken place.
In addition, the 100 GB "free data" provided to me at signup appears to have disappeared, to be replaced by the 100 GB expensive data that is now being forced upon me.
To my mind this is a disappointing way to do business and I will be seeking an alternative service provider as soon as possible.
Helpful (0)
Replies (5)0
Replies (5)
Vox Telecom's replyOfficial
29 Aug 2022, 15:50Good day, Jan G
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Best regards,
Vox Telecom's reply29 Aug 2022, 15:50
Official
Good day, Jan G
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query has been sent to the Support team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Best regards,
JG
Jan G's updateReviewer Update
29 Aug 2022, 16:25Haha, been there, heard that many times.
JG
Jan G's update29 Aug 2022, 16:25
Reviewer Update
Haha, been there, heard that many times.
JG
Jan G's updateReviewer Update
30 Aug 2022, 09:44I have just had the most incredible experience. Tharesen Nair from Vox phoned me to try to sort the topup data problem out. He took control of my computer via AnyDesk and I logged into the client portal. He then witnessed my attempt to open the "Topup" dropdown menu (which I did not even know existed) and could see that nothing happened.
Then Tharesen clicked on the link. Again nothing happened.
After he had clicked several times, the dropdown menu suddenly, mysteriously, did appear. For the fist time, I could see the options that I was supposed to see the first time when I investigated this option a week or so ago.
Now the incredible part. Tharesen said that I am not on the Vox portal!! I could block his cursor by moving mine around, yet he insisted that I am not on the Vox portal, that is why the system is not working for me.
So he contends that I have activated 100 GB of data at a cost of R500 from what is not their website or portal!! This defies all logic. If it's not their website, how could they have allocated the data?
Now Vox insists that this topup data, which has been allocated to me by an obviously dysfunctional website, is not reversible.
The question that defies all logic and confirms my experience that the website portal is dysfunctional, is why I would select 100 GB data at R500 if I already have 40+40 GB plus the free 100 GB allocated to me as a new client?
I refuse to accept responsibility for payment of the R500 and insist that Vox must reverse this transaction.
Then Tharesen clicked on the link. Again nothing happened.
After he had clicked several times, the dropdown menu suddenly, mysteriously, did appear. For the fist time, I could see the options that I was supposed to see the first time when I investigated this option a week or so ago.
Now the incredible part. Tharesen said that I am not on the Vox portal!! I could block his cursor by moving mine around, yet he insisted that I am not on the Vox portal, that is why the system is not working for me.
So he contends that I have activated 100 GB of data at a cost of R500 from what is not their website or portal!! This defies all logic. If it's not their website, how could they have allocated the data?
Now Vox insists that this topup data, which has been allocated to me by an obviously dysfunctional website, is not reversible.
The question that defies all logic and confirms my experience that the website portal is dysfunctional, is why I would select 100 GB data at R500 if I already have 40+40 GB plus the free 100 GB allocated to me as a new client?
I refuse to accept responsibility for payment of the R500 and insist that Vox must reverse this transaction.
JG
Jan G's update30 Aug 2022, 09:44
Reviewer Update
I have just had the most incredible experience. Tharesen Nair from Vox phoned me to try to sort the topup data problem out. He took control of my computer via AnyDesk and I logged into the client portal. He then witnessed my attempt to open the "Topup" dropdown menu (which I did not even know existed) and could see that nothing happened.
Then Tharesen clicked on the link. Again nothing happened.
After he had clicked several times, the dropdown menu suddenly, mysteriously, did appear. For the fist time, I could see the options that I was supposed to see the first time when I investigated this option a week or so ago.
Now the incredible part. Tharesen said that I am not on the Vox portal!! I could block his cursor by moving mine around, yet he insisted that I am not on the Vox portal, that is why the system is not working for me.
So he contends that I have activated 100 GB of data at a cost of R500 from what is not their website or portal!! This defies all logic. If it's not their website, how could they have allocated the data?
Now Vox insists that this topup data, which has been allocated to me by an obviously dysfunctional website, is not reversible.
The question that defies all logic and confirms my experience that the website portal is dysfunctional, is why I would select 100 GB data at R500 if I already have 40+40 GB plus the free 100 GB allocated to me as a new client?
I refuse to accept responsibility for payment of the R500 and insist that Vox must reverse this transaction.
Then Tharesen clicked on the link. Again nothing happened.
After he had clicked several times, the dropdown menu suddenly, mysteriously, did appear. For the fist time, I could see the options that I was supposed to see the first time when I investigated this option a week or so ago.
Now the incredible part. Tharesen said that I am not on the Vox portal!! I could block his cursor by moving mine around, yet he insisted that I am not on the Vox portal, that is why the system is not working for me.
So he contends that I have activated 100 GB of data at a cost of R500 from what is not their website or portal!! This defies all logic. If it's not their website, how could they have allocated the data?
Now Vox insists that this topup data, which has been allocated to me by an obviously dysfunctional website, is not reversible.
The question that defies all logic and confirms my experience that the website portal is dysfunctional, is why I would select 100 GB data at R500 if I already have 40+40 GB plus the free 100 GB allocated to me as a new client?
I refuse to accept responsibility for payment of the R500 and insist that Vox must reverse this transaction.
Vox Telecom's replyOfficial
31 Aug 2022, 13:13Good day , Jan G
We received confirmation from our support team that contact has been made.
1. The agent only had to click once when he had control for the options to show up.2. The the button was not clicked correctly , which is why the options didn’t show up.3. As soon as the button has been clicked correctly the options showed up. 4. There is no issue on our website regards to Top Ups
The accounts team also confirmed that billing is correct and charges will remain.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
We received confirmation from our support team that contact has been made.
1. The agent only had to click once when he had control for the options to show up.2. The the button was not clicked correctly , which is why the options didn’t show up.3. As soon as the button has been clicked correctly the options showed up. 4. There is no issue on our website regards to Top Ups
The accounts team also confirmed that billing is correct and charges will remain.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Best regards,
Vox Telecom's reply31 Aug 2022, 13:13
Official
Good day , Jan G
We received confirmation from our support team that contact has been made.
1. The agent only had to click once when he had control for the options to show up.2. The the button was not clicked correctly , which is why the options didn’t show up.3. As soon as the button has been clicked correctly the options showed up. 4. There is no issue on our website regards to Top Ups
The accounts team also confirmed that billing is correct and charges will remain.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
We received confirmation from our support team that contact has been made.
1. The agent only had to click once when he had control for the options to show up.2. The the button was not clicked correctly , which is why the options didn’t show up.3. As soon as the button has been clicked correctly the options showed up. 4. There is no issue on our website regards to Top Ups
The accounts team also confirmed that billing is correct and charges will remain.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Best regards,
JG
Jan G's updateReviewer Update
31 Aug 2022, 14:48At first the agent was also nonplussed by the lack of response of the site. He told me to click on the "+" part of the link which I tried a few times with no result. His first attempts also met with no response. Eventually the popup did appear, at which stage he stated that verything is working "fine." I could not believe what I was hearing after just having witnessed what can only be described as unacceptable delays in response time from the site and often no response at all. If topup charges have been generated, it would have been from a dysfunctional website because the first time that I saw the dropdown menu and options was when the agent and I opened it together.
JG
Jan G's update31 Aug 2022, 14:48
Reviewer Update
At first the agent was also nonplussed by the lack of response of the site. He told me to click on the "+" part of the link which I tried a few times with no result. His first attempts also met with no response. Eventually the popup did appear, at which stage he stated that verything is working "fine." I could not believe what I was hearing after just having witnessed what can only be described as unacceptable delays in response time from the site and often no response at all. If topup charges have been generated, it would have been from a dysfunctional website because the first time that I saw the dropdown menu and options was when the agent and I opened it together.