What happened to Vox?

I really didn't want to this because I don't think Vox will respond or care at this stage AND they've wasted way too much of my time and money at this stage - but here we go...

I have been with Vox for a while now and when I first joined, everything worked. People knew what they were doing and there was professionalism. As time went on, not so much.

I won’t even discuss what happened last year this time, at this juncture, but I should’ve heeded those warning signs already.

I have moved to a new residence so I needed a new line. I still have an active line at my other residence. Thank goodness for that but I do not have time to go between residences to use the internet and I shouldn’t have to.

I signed up for the 1000/250 line speed due to the nature of my work. You would think that by taking such an expensive option AND by being an existing customer that I would be afforded better treatment but I was completely mistaken.

I’m not asking for special treatment. I’m asking for good service. The absolute bare minimum.

Too cut a very long story short: I accepted the quote towards the beginning of November and I was still without access until the 27th. The line was live on the 24th but no router had materialised and NO ONE from Vox had contacted me to complete the installation. Then due to my signal issues at my current residence, I only saw the follow up email on sunday 26th. But wait… there’s more disappointment on the horizon… So now I must do my own install? Since when? I don’t have time for that nor the inclination. Why don’t technicians do it anymore? I have many questions as you can tell. I do have one more though. If I do the installation myself, does it mean I work for Vox now? I have since learnt that you have to request someone to come install it if you are technically challenged. They have streamlined the installation process. I will give them that but still...

As I mentioned, I need the line speed that I requested due to the nature of my work, not for Netflix and chill. I have expressed this a multitude of times to no avail. I have expressed the importance of this new line to no avail. Is this the standard of service now? I would like to know how and why it takes this long to set up a line on already EXISTING infrastructure? It’s unacceptable.

I subsequently, and long after accepting the quote, was contacted by the most ineloquent Vox employee. She informed me that the line was still in use by a previous ISP and it would take a further 4 days before anything could be done. Shouldn’t this be checked at the onset and not when the line needs to be activated? Is that too logical of a process? She then proceeded to tell me what to do with my life. Excuse me, what? She wasn't listening to me and yapped more than anything else. She’s an imbecile and should not be dealing with customers. Unfortunately I did not get her name.

On friday 24th, a gent, in the PMO department got the brunt of my complaint and was the only one who has assisted me thus far. He pushed to activate my line, which it was. No one could get me a router at that point. Why? Because it was friday afternoon? I honestly don’t care. He suggested I use a previous router and contact the tech team, which I did. The first tech had no clue but tried, said he would transfer me to someone he trusted and the call went to voicemail. Left a message. No return call. How lovely. Called again saturday evening. Another tech talked me through the configuration but it didn’t work. He was great. Unfortunately due to signal issues, the line was cut and I couldn’t thank him.

Monday the 27th, I sent a letter of complaint. I have yet to hear back from ANYONE about it. That night I called the technical team to try configure again and it suddenly worked. I had internet! But wait... don't get excited yet. The line speed was slower than a snail moving backwards. I logged another call and Vuma will only get back to you in 24-72 hours. Don't let me get started with Vuma either! I have never had a good experience with them. Ever. That will be my next review.

I call Vox to get an update today the 29th - because god forbid Vox go the extra mile to give you feedback - and I'm unceremoniously told that I should plug directly into the router to get true speeds - Vuma's feedback to be clear. I know that Susan! But I should get close to the speeds even on wifi, not even 2 metres away from the router. Should I not? And if not, do you have a solution to offer? All my devices are on wifi. That's how I work and have always worked.

I then get an invoice on the 28th with the prorata rate for a service that still isn't working properly! Are you kidding me? After speaking to someone in accounts, I still needed to put it in writing so that this could be investigated. It's a joke really. Do none of the departments communicate with one another?

So here I sit with a very expensive live line which isn't working properly and it was costing my business thousands every day I wasn't connected and still costing me because it's so slow. How is this acceptable service Vox? And why on earth should I give you any further business? I was about to request a third line but at this stage… no thank you very much.

I even called a sales team member who was beyond useless today. I was hoping that someone would do right by me or convince me to stay. He just said if I cancel the line I would be charged for December... I will leave that to marinate.

I am currently looking at other ISPs. I will be cancelling both my lines with Vox tomorrow.

I even spoke with a major CEO who brings a lot of tech into the country and he said he dropped Vox because the service had become abysmal, amongst other issues.

This whole experience has given me anxiety beyond anything I have ever encountered and cost my business tens of thousands at this stage. I am beyond frustrated at this point and out of options with them.

We are morbidly overcharged for data usage in SA as it is. The service should be better. Is Vox under resourced and overwhelmed? Most definitely. Are their service providers (Vuma) leaving egg on their face? Without a doubt. But I can only be sympathetic to a point when they rake in millions at my expense.

What happened to Vox?