Voxtelecom appalling service

The only reason they get 1 star is because I can't choose zero stars.

from the 15th of May i've had 1 issue after another.

it took them 8 days to send me the correct contract for the correct internet speed after several emails and calls .

I then waited a few days for vuma tel to install my line.

there after vumatel installed my line and sent voxtelecom confirmation of the install completion. It took them 9 days to send me a modem, upon installation I noticed that the coverage was bad, I complained there and then. The installer told me he only had this modem and the signal will improve. The installer seemed to be aware of these signal issues with these modems as he's first response was to try and upsell me on their mesh network.

Immediately after the installer left I contacted support they told me they couldn't do much except boost the signal from their end.

The next day I called them back and they did the same boosting signal trick with the same result. I couldn't even get a decent signal in the next room which is 4m from the modem. I did a few speed tests and I was getting a fraction of the speed.

After several calls and complaints on twitter they eventually sent out a technician who basically tried to upsell me on their wifi mesh I explained to him that if they had actually installed a proper modem I wouldn't need wifi mesh.

During this time I already received a bill from Voxtelecom. I called their accounts department asking how I can be charged when my internet isn't even functioning properly. The lady told me this bill was for the next month not May. I told her it was fine as long as my internet was sorted soon.

After all my complaints regarding the modem and signal were ignored I bought and installed my own modem which works fine. the modem they sent me just lays in a drawer .

I then receive a secondary bill in the same month, I then lodged a complaint on twitter again to which I was told someone will contact me immediately, I received a call after 2 days.

The person I first spoke to had no idea about my issue I had to re-explain that I was billed twice in the same month, they then transferred me to someone else who told me that she doesn't deal with these issues and I should call back, I explained that I did not call them they called me and I didn't transfer myself.

I was then transferred for the second time and then put on hold for 3hours and 6 min till my battery died .

I contacted them again on twitter asking for a complaint reference number and I was ignored. They then proceeded to try and debit my account and charge me twice.

Till date this account issue is not resolved and no one has called me back.

It is my first time dealing with voxtelecom and I must say their service is appalling it seems their staff are used to these complaints and show no interest or concern to resolve them.

I have been with several ISP's over the years and this is the first time i've seen such incompetence where the customer actually has to buy a new modem online just to get decent coverage not to mention putting me on hold for 3 hours ignoring my complaints as well as taking 8 days just to send me the correct documentation to fill in.