@lantic R59 uncapped 'bolt-on' feedback

Had this product for more than 2 years now. Only had one issue that support fixed pretty damn quick. So my issue is this. I have been on 10Mbps for more than a year and only upgraded to 20Mbps earlier this week. Now they decide to rate limit it. I would not have mind if they informed me but I agree with the sentiment of fellow members that they could have sent an e-mail to indicate the change in terms.

As they also have the cheapest line price for 20Mbp and gave me good service for more than 2 years, I thought I would move my line and also thought about getting fatpipe (not the cheapest for a capped product by the way). Not anymore. Nice that you can screw up 2 years goodwill that you built up in 1 change. This lack of transparency cost you extra revenue from me. I will keep this bolt on as it is basically free for what you get (even with the new limit).
 
Had this product for more than 2 years now and this **** really thought vox was better than every other ISP taken out other products with them told so many cleints to use them.

This was fun while it lasted but time to move on i guess.

Cant cancel any thing there website broken email sent.
 
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Tested just before 6am this morning to see if speeds would increase when the network should have reduced load but they were still at 10mbps max.
Its disappointing as I only do 80-100GB per month on the bolt on part and I too don't want the whole internet... just the parts I need quickly.
 
Orbiter said:
Yip, the problem is that the system does not look at the roll-over data.
Thus when you exceed your monthly allowance (fatpipe) you get capped.
It is active again during the bolt-on time.

I cannot trust this setup, thus using an alternative account and switching over before I leave home in the mornings.
Click to expand...

Actually the problem is that Bolt on was never supposed to be added to Fatpipe, and there is/was a system problem with handling it. G4G is the only account which should have Bolt on...

I believe that the Fatpipe + Bolton issue has been resolved, but I'll only know after the turn of the month. Cross fingers and toes. Testing has shown that the functionality has been fixed.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
 
cvanwie said:
Actually the problem is that Bolt on was never supposed to be added to Fatpipe, and there is/was a system problem with handling it. G4G is the only account which should have Bolt on...

I believe that the Fatpipe + Bolton issue has been resolved, but I'll only know after the turn of the month. Cross fingers and toes. Testing has shown that the functionality has been fixed.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
Click to expand...

So Bolt-On will now always be limited to 10Mbit? They wont even reconsider improving it for those of us who do not use much data but want faster speeds?

I think it is safe to say that all of us signed up when it was unlimited speed and more of us care about higher speeds than being able to download crazy amounts each month. :erm:
 
Don't kill the messenger!!

Morning guys!

I'm sure there's a lot of frustration with the change to the T&C's. This has been on the cards for a while, and was implemented on Friday (it was supposed to go in on Thursday last week, but it was delayed due to testing).

I personally love paying R59/pm for 10Mbps (uncapped) for nights and weekends. If you know of a better offering, let me know. I'm a customer as well.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
 
PsyCLown said:
So Bolt-On will now always be limited to 10Mbit? They wont even reconsider improving it for those of us who do not use much data but want faster speeds?

I think it is safe to say that all of us signed up when it was unlimited speed and more of us care about higher speeds than being able to download crazy amounts each month. :erm:
Click to expand...

As a tech... I can't say what business will do, I hope you can accept that.

There was an immediately crisis and this was the answer to it.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
 
cvanwie said:
As a tech... I can't say what business will do, I hope you can accept that.

There was an immediately crisis and this was the answer to it.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
Click to expand...

Yeah, I get that.

Although perhaps you had a bit more info than us.

It is still a great deal although disappointing for those with faster lines. Especially considering how cheap the Vox VDSL lines are now!

10Mbit can still do 500GB or more a month easily, someone like me comes along with say a 40Mbit line and only downloads 150GB a month. The speed restriction from the get-go is a bit silly IMO.

Makes upgrading your line for most people rather silly as most of us are at work during the day, get home and use the bolt on - its limited to 10Mbit. Why bother with a faster line.

-sigh-
 
cvanwie said:
As a tech... I can't say what business will do, I hope you can accept that.

There was an immediately crisis and this was the answer to it.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
Click to expand...

Chris,

We are not saying that R59/pm for 10mb uncapped is expensive.... But the way that you handled this is unacceptable.

You can't just change your offering without notifying customers atleast a calendar month in advance. You need to see it from a client perspective. If we don't pay our bill, you will cut our account and probably blacklist us.... If we decide to cancel our account because of this change in terms and conditions then you would expect of us give notice 30days in advance.

Why was there NO email sent out to customers about this? Since Thursday/Friday last week I thought my line is broken because VOX is usually the most reliable account that I have. What would your response have been if I asked Telkom to come out and test my line and then I got charged with a unnecessary call out?
 
the lack of comms is swak. of course there is a reason you did it. your customer contact needs some upgrading. this doesn't even affect me directly but the sentiment and modus operandi is not appreciated.
 
DrKiller said:
Chris,

We are not saying that R59/pm for 10mb uncapped is expensive.... But the way that you handled this is unacceptable.

You can't just change your offering without notifying customers atleast a calendar month in advance. You need to see it from a client perspective. If we don't pay our bill, you will cut our account and probably blacklist us.... If we decide to cancel our account because of this change in terms and conditions then you would expect of us give notice 30days in advance.

Why was there NO email sent out to customers about this? Since Thursday/Friday last week I thought my line is broken because VOX is usually the most reliable account that I have. What would your response have been if I asked Telkom to come out and test my line and then I got charged with a unnecessary call out?
Click to expand...

As an American, I'm going to plead the 5th here.

On a serious note though, I do hear you and understand your points, clearly. The business made a judgement call and it was implemented.

As far as the lack of communication, again, a business decision.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
 
cvanwie said:
As a tech... I can't say what business will do, I hope you can accept that.

There was an immediately crisis and this was the answer to it.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
Click to expand...

As everyone else is mentioning, we are not questioning the decision. What is unacceptable is the way this was handled. If there was a crisis then implement the "fix" as a temporary solution, inform your customers what is happening and then give your network gurus time to find a solution.

There are so many ways this can be handled yet Vox chose the worst possible way to do it.

Just giving my 2c.

Also, please can you ask somebody to fix the cancellation option in the customer portal as it doesn't work. I have also sent an email yesterday to enquire about how to cancel my accounts but I have yet to receive any feedback.
 
DrJohnZoidberg said:
As everyone else is mentioning, we are not questioning the decision. What is unacceptable is the way this was handled. If there was a crisis then implement the "fix" as a temporary solution, inform your customers what is happening and then give your network gurus time to find a solution.

There are so many ways this can be handled yet Vox chose the worst possible way to do it.

Just giving my 2c.

Also, please can you ask somebody to fix the cancellation option in the customer portal as it doesn't work. I have also sent an email yesterday to enquire about how to cancel my accounts but I have yet to receive any feedback.
Click to expand...

I understand the issue, and can only suggest:

https://www.voxtelecom.co.za/contact

As far as the broken link, I have raised this with the Consumer division. They are aware of the problem and are attending to it. In the mean time, if you wish to cancel, send an email with your relevant details to [email protected]

Sorry to see you go.

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
 
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