Weeks go by and still no Wi-Fi. Poor service at best.

Dear Readers,

This is the worst after-sales and new business service we have ever experienced. We moved house and wanted to change our address and move our wifi service which we have at Vox telecoms via Vumatel. Our new address is about 500m from our old address. The Vuma fibre box is installed in the new home. After cancelling at our old house where we move last month and then telling us we have to re-apply at our new home for new service and new installation (but the Vuma box is already installed), several phone calls later (phone calls dropped, people always in meetings, messages left and no-one phones back) and emails, it is weeks later. We still have no "installation" date for the "new" fibre.

When we cancelled, we were told we have to give a calendar month notice, and I am still paying for a month of service at our old house where we don't even stay anymore. They kept on saying that it clearly states it in the T&C, which the salesperson never sends with the closure of the sale to us. We work from home and have a daughter studying at University. She has to write exams online.

The people at Vox in Cape Town do not want to help residential clients. The Regional Sales Manager gave us a guys name, and we ended up getting in contact with a VOX Business Partner. Why must we, the client, deal with the business partner if we were a Vox direct client? Vox staff do not want to work with clients. They keep on us to the business partner. My contract is with Vox Telecoms, not DSL. Are the Vox staff not trained to work with customers? I worked in the customer services industry for more than 15 years. And this service is unacceptable.

Vox Direct sales staff don't do their work correct by not sending all the relevant documents to their clients, and it costs us more than R700 for a service we do not get to use. I am sure the CPA is there to protect clients against bad service like this.

And how long are we suppose to wait for our wifi installation. Another few weeks?

This is poor service at best.

Regards Louise