JP
Jegatheesan P
Active since Dec 2021
2
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2 reviews4 months ago
Training was excelle...
Training was excellent , staff knowledgeable , friendly and ensured safety at all times
53 replies
53 months ago
Vox Fibre - Horrific Internet Service Provider Customer Experience - Use Some Else!!!
I have been a loyal customer of Vox Fibre for over 4 years. Unfortunately, despite the pandemic having given them massive profits and growth as a business, they have become a bully with poor customer service, poor call centre support, poor resolution processes and have clearly become arrogant in the marketplace. I live on a complex which has several houses being continuously constructed on it and new houses have to be connected with internet. The line box that sits outside the house is linked by Vumatel and the router in your house can be any internet service provider such as Vox. Recently, the Vumatel technicians whilst connecting the line to my neighbor, physically broke my line through sheer incompetence and negligence. After reporting the matter to Vox, as my contract is with them and not Vumatel, whose contract is with Vox, it took them 5 days to resolve the issue simply because 2 of the days was a weekend, the call centre initially could not identify the fault, then when they did, they simply have to email Vumatel as Vumatel does not have a call centre ( cut costs and avoid conflict as well) and Vumatel then generally asks a sub contractor to go and fix the line. When I then asked a credit for not having internet for 5 days, I was sent the below by Vox Fibre which is a general terms and conditions document highlighting that they cannot control the uptime of the internet. This would be applicable if their was a fault on the ecosystem but my fault was manmade and gross negligence on the part of the VLAN software engineers that hooked up my neighbors internet and the technicians at the box that physically broke my line. The terms and conditions I think everyone needs to be aware of and applies to all service providers in essence which clearly is a contravention of the Consumer Protection Act as it is one sided, a disclaimer for everything and does not allow for specific recourse dependent on the complaint. I do think this is how Vox prefers to interpret it. It is monopolistic and must not be tolerated. Dear valued customer Unfortunately we do not credit downtime As per our Ts and Cs accepted: Clause 5 - https://www.vox.co.za/wp-content/uploads/2021/05/20210507-Vox-FTTH-Broadband-002-003.pdf Access to, and across, the Vox IP Network is at the maximum throughput rates set forth in the Subscriber Agreement. Maximum throughput rates are not guaranteed. Due to the nature of the Internet, Vox can only control IP throughput rates from the user network interface of the Equipment to the point of interconnection between the Vox Network and the Internet. This means that: _______________________________________________________________ Fibre and Telecommunications Products are A Best Effort broadband service, which does not provide full reliability on all additional services. There was no SLA's (Service Level Agreement) agreed or signed Between VOX and Customer with regards to Resolution timeframes of downtimes and Provision of Strength on Different internet connections or any other services used by internet. The Services performs to the best of its ability and when any issues arise; we have capable technical engineers working 24/7 awaiting to assist customers to come to a speedy resolution within a very limited time frame. We believe that everything is done in great effort to resolve issues in relation to connectivity. We do apologise for the inconvenience caused. Regards, Customer service accounts
53 replies
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