MS
Miriam S
1 reviews | Active since Dec 2013
08 Jul 2024, 14:30
Worse service!
When I initially took out the service with Vox I asked whether I could relocate the contract if I moved homes, as my lease agreement at the place I was staying was only for a short lease of 3 months to 6 months. When I had to move suddenly due to safety reasons, I contacted Vox and was then told by multiple agents different information. I then logged a complaint and finally had one agent prepared to assist. The line was finally released but I still have no fibre for over 3 weeks. I also received two invoices for different amounts. When I queried it, I was told that they would investigate but still no feedback to date. I am tired of of calling and begging for someone to look at this and for feedback. How can different agents gives conflicting information. I budgeted based on what the cancellation team told me only to be billed a complete different higher amount.
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Replies (3)0
Replies (3)
Vox Telecom's replyOfficial
08 Jul 2024, 14:48Good day, Miriam
Thank you for your review.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will contact you directly to assist with the complaint.
Kind Regards,
Vox
Thank you for your review.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will contact you directly to assist with the complaint.
Kind Regards,
Vox
Vox Telecom's reply08 Jul 2024, 14:48
Official
Good day, Miriam
Thank you for your review.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will contact you directly to assist with the complaint.
Kind Regards,
Vox
Thank you for your review.
As per the Subscriber Agreement, Vox waivers the Set Up and Configuration/ Installation Fees upon signup on the condition that the Service remains active for a minimum period of 12 months.
The element of the Service that is comprised of the provision of the Circuit is provided to the specific address set out in the Subscriber Agreement with a Circuit leased by Vox from a network operator. Accordingly, the provision of the Circuit is not transferrable to another premises.
Notwithstanding that the cancellation is necessitated by relocation, Vox needs to recover such costs associated with such cancellation.
We will contact you directly to assist with the complaint.
Kind Regards,
Vox
MS
Miriam S's updateReviewer Update
08 Jul 2024, 15:06I will wait for your call, my complaint is that your agents give conflicting information. And also that I was billed differently to what the cancellation team confirmed. When I asked for the call to be reviewed and for feedback once this was done. But to date I have not heard anything. When I asked what does a client do in the event the move was unexpected and due to unforeseen circumstances, your agent couldn’t answer. Furthermore, I accepted that there was a cancellation fee but then you couldn’t release the line, even though I’m not even living at the premises anymore and you’ve received your money, so I had to call back multiple occasions. There is only one agent that was prepared to assist, his name is Jean-Ray and he was the only one who had any compassion and professionalism towards me, being the client. I am waiting for someone from Vox to contact me!
MS
Miriam S's update08 Jul 2024, 15:06
Reviewer Update
I will wait for your call, my complaint is that your agents give conflicting information. And also that I was billed differently to what the cancellation team confirmed. When I asked for the call to be reviewed and for feedback once this was done. But to date I have not heard anything. When I asked what does a client do in the event the move was unexpected and due to unforeseen circumstances, your agent couldn’t answer. Furthermore, I accepted that there was a cancellation fee but then you couldn’t release the line, even though I’m not even living at the premises anymore and you’ve received your money, so I had to call back multiple occasions. There is only one agent that was prepared to assist, his name is Jean-Ray and he was the only one who had any compassion and professionalism towards me, being the client. I am waiting for someone from Vox to contact me!
Vox Telecom's replyOfficial
10 Jul 2024, 10:18Good day, Miriam
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the billing dispute.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month. The Month of July was billed for the notice period , apart from the cancellation fee.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the billing dispute.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month. The Month of July was billed for the notice period , apart from the cancellation fee.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Vox Telecom's reply10 Jul 2024, 10:18
Official
Good day, Miriam
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the billing dispute.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month. The Month of July was billed for the notice period , apart from the cancellation fee.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation that the cancellation team has made contact and assisted with the billing dispute.
FTTH requires a clear Calendar Notice Month 1st to the 1st of a Month. The Month of July was billed for the notice period , apart from the cancellation fee.
Should you require any further assistance, please do not hesitate to contact us.
Kind Regards,
Vox