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Francois V

1 reviews | Active since Oct 2012

19 Apr 2022, 14:50

VOX Useless customer service and unreliable fiber

I have had VOX Fiber service at my home office for about two years but for about the last 6 months every time there is load shedding (which is as we know far too frequent) my internet service drops which was never the case before. It appears that VOX no longer has appropriate UPS systems working at whatever center my fiber comes from.

I spent a vast amount of money load shedding proofing my premises so I can continue to operate my office when the power drops and with no internet it is useless.

After many failed attempts to get hold of VOX they then glibly pass the buck and say I must speak to VUMATEL who installed the lines. Idiots ! My contract is NOT with VUMATEL but with you VOX ! I don't care if VUMATEL installed the lines , I care that I pay you almost R 12000 per year to provide me with fault free internet access.

Needless to say I will be cancelling my VOX service to find someone who actually cares about their customers (is there such a telecoms company ??)

0
Replies (7)
Vox Telecom
Vox Telecom's reply19 Apr 2022, 15:53
Official
 Good day,  Francois V 
 
 Thank you for your query. 
 
 Unfortunately we were unable to locate your Vox Account nr with the information provided. 
 Kindly provide us with the Vox account nr so we may assist? 
 
 Thank you in advance 
 Vox  
FV
Francois V's update20 Apr 2022, 09:13
Reviewer Update
My VOX account number is ***
Vox Telecom
Vox Telecom's reply20 Apr 2022, 09:28
Official
Good day,  Francois V 

Thank you for your reply 

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 
Vox Telecom
Vox Telecom's reply22 Apr 2022, 10:04
Official
 Good day,  Francois V  
 
 Thank you for your patience whilst this matter was being investigated. 
 
 Kindly note that we have received confirmation from our technical support team that the connectivity issues were resolved.

We also received feedback from the Network Provided , Vumatel that the link has back up power and has been running fully with Loadshedding.  
 Should you require any further assistance, please do not hesitate to contact our 24/7 Support Center on *** or email ***
 
Kind Regards, 
Vox 
FV
Francois V's update22 Apr 2022, 11:07
Reviewer Update
Yes , thank you VOX, last night we had load shedding and for the first time in many months our internet do not drop.

What a pity that it takes for me to shame a company publicly on this platform before they take my issues seriously..... I might suggest that you spend a bit more time and money to (a) make it easier for your customers to get through to your call center and (b) make sure that your call center operators know how to resolve a problem like mine and not just pass the buck.
FV
Francois V's update22 Apr 2022, 11:12
Reviewer Update
Sorry, I meant to add that your staff member, Jacques Venter, who finally resolved my problem was very good at his job and repeatedly followed up with phone calls to my wife to ensure that the problem got fixed. Five stars to Jacques. He should serve as an role model for your other staff.
Vox Telecom
Vox Telecom's reply22 Apr 2022, 11:36
Official
Hi  Francois V  

Thank you for the feedback, we will ensure to also escalate to management and the people who assisted with resolution. 

Regards 
Vox