Worst customer service possible and no urgency whatsoever

Would be zero rating if possible.

Goodday Sir,

We switched over from another ISP at the beginning of 2025. First we only received the router a week later around the 7th of January. Since then we have been trying to activate the router with no success and no assistance from Vox and we have been without wifi for well over two weeks now. Around the 7th we were told the line is active and we should try to activate with the link that was sent. We tried to no avail and after contacting the call center were told they would send the PMO team a message to reactivate the line. We tried again the next day on the 8th to install the router, again with no success. I was then told that the on site team would be called to assist on site and that we would receive a call scheduling a site visit within 72 hours. This was Thursday the 9th.

I called the call center again on Friday the 10th to see if the site visit could be expedited to which I was told the on-site team had been alerted of the urgency and would receive a call within 2 hours. Of course no one called. I called the call center again on Tuesday the 14th to see what was happening and demanded to speak to a manager who could expedite our case. I was told that call center agents were working at home and there was no manager to speak to. The call center agent did at least attempt to contact his direct manager who said he would speak to the on site team manager to expedite the site visit and that I should expect a call within the day. Again no one has called.

It is now the 15th of January 2025 and two weeks since we have switched to Vox and we still have no connectivity and no one has bothered to contact us to even try and assist. It is some of the most shocking service I have ever seen and I have burnt through so much airtime speaking to call center agents that I am now tired. I am at the point of cancelling my contract and switching back to my old ISP. Happy to pay the cancellation penalty honestly if this is the sort of service that one can expect from Vox. Shocking and useless service to say the least.