MV
Mariaan H
Active since Aug 2017
2
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2 reviews71 months ago
Inconsistent connectivity & poor service
Dear Hello Peter I trust you're doing well? Will you kindly assist me to resolve my connectivity issues with Vox Telecom? I've had not much joy dealing with Vox Telecom directly. I've been a client since Nov 2018, the service I'm subscribed to is a 20/20 Mbps Uncapped Fat Pipe Fibre Bundle. Kindly note that I'm a freelance graphic designer and have been working from home since 2018. On 18 May 2020 did I experience & reported disrupted connectivity to Vox. Kindly note that I had zero connectivity from the previous Sunday evening, 17 May 2020. I was not issued with a ticket for the reported isssue, the technician I reached through the call center could not pronounce his name properly (I've asked numerous times)- I thus had no reference to the contact person either. When I called again, later that day to confirm that my account was not in arrears, the accounts person confirmed that my account was in credit, also confirmed that a ticket was logged. Other than that conversation, I had no proof. So, I called again, to follow-up on the situation. Kindly note that I was on deadline with an assignment, of all people with the director of the business school I freelance for. I use Adobe Cloud software, which does not function without a decent internet connection. I couldn't even work off-line and supply artwork when connectivity was up-and-running again. This time I reached Montenique Venter who issued me with a closed ticket: VOX12433835 stating that the only reason for the disconnecitivity was that I just had to restart my machine. Off course I had to restart my machine, after Vox remotely scrambled up everything. Herewith my response in the customer satisfaction survey, submitted 18 May 2020: "Thank your for not helping me, today. And thank you for only sending the first ticket & reference number only when it got closed. I further don't appreciate VOX shifting blame of what the original problem was. From what I understood from the first call I logged, there appeared to be a real problem. Me having to restart my machine probably made a difference, only because VOX interfered with my WiFi-settings as much as they did. So by the way, I'm still waiting for the first person I reported the issue to to get back to me, as he promised. I regrettably never got his name: I asked x3 times what his name was. Either the line was exceptionally bad, or his pronunciation, or both. He failed to communicate with me as he promised, as well as supplying me with a reference number. So by the way, kindly change your voicemail, because you make it sound that everyone calling in is behind with payments. I actually called your accounts to verify that you've received my payment, and that's where I received my reference number. Kindly let me know what your billing details are, I need to issue you with an invoice for the time & money I lost working today, directly due to the result of your poor assistance and feedback to me. I work is based on an hourly rate, so no work, no pay. And I was on deadline today. What's fair is fair. What I further don't appreciate is the fact that my questions aren't answered. I specifically asked what caused the initial problem, since I've never came across the issues I experienced today. I asked this for a reason: So that you can empower me, should it happen in the future, I would be able to assist myself. I'm not referring to me having to restart my machine. My fibre connection was unavailable since yesterday-evening." After my response in the Vox customer survey, did they pester me with phone calls for days on end. Which I tried to return, it required that you have to make a selection- which Vox don't advise which. :( I have poor telecommunication reception at home, thus the need for fibre wi-fi. Conventional data ****les etc doesn't work, I pretty often don't receive calls, or if I do, connectivity is exceptionally poor & disrupted. Also, I've lost a day's work and was trying to catch-up & to adjust to this new inconsistent connectivity issue. My current complaint is as follows: Yes, I have connectivity, however it varies. I can access most online sites & services, e.g. Adobe Cloud, G-mail, social media, Netflix etc. However, the following is blocked 100%: Yahoo, Discovery App & website, Unsplash & GetPocket (probably plenty more). Kindly note that I've been using my private e-mail to communicate with my clients. I'm a single person freelancer and don't need a full set-up business e-mail account set-up, as yet. Because I don't have access to my Yahoo-account on wifi, I however, had to change my e-mail address to my clients, with incredible inconvenience & extreme disruption, for me & all my clients. Nevermind the reputational damage this has also caused me. I hope that you would be able to assist me dealing with Vox, because I really don't have the courage. I previously reported an issue and felt bullied at the end. Re proof of inconsistent connectivity: I've been in touch with Discovery directly re the connectivity issues, I can send you screen shots of their feedback? I've regularly report my down Yahoo-e-mail account here: https://outage.report/yahoo-mail Please let me know if there is anything else I can assist you with in resolving this lack of service from Vox? Many thanks in advance for your assistance! Kind Regards Mariaan van Heerden vanheerden.mariaan@gmail.com 083 685 2683
0 replies
105 months ago
Inconsistent pricing
I'm currently doing washing at the Blackheath-branch once a week - it's the closest branch to where I reside. On arrival today was it clear that they were too busy. Advice was that I must wait. Only on my referred inquiry was I referred to the Melville-branch. Of which I had to find the location myself - no directions were given. On arrival at the Melville branch (all the way & especially from Blackheath) I am told that the cost of a load is R1 more in comparison to the Blackheath-branch. I really don't appreciate this inconsistency and would like an explanation and my money back. Thanks in advance for your assistance!
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