Need help cancelling with VOX

[zambussi]

If anyone can help, please steer me in the right direction. Put in an application with Vox for Fibre. Vuma had already installed their unit in the house before I applied. A month of endless phone calls, and bs promises resulted in absolutely nothing from Vox. Eventually got tired of them and called and cancelled. They protested that they were on their way, but enough is enough.
They promised to cancel. Last week they called to come install their router. Told them I had cancelled and cancelled again.
Today the new ISP comes in to do the connection to the VUMA box and tells me that the Vox connection is live and they can't do anything until Vox cancels.

Call Vox and their sales dept tells me I must pay R 2,700 for the installation they never did before they will cancel. Their accounts department knows nothing about any charge.
No one at Vox seems to have any interest or clue what to do next. They tell me I must enjoy the blazing speed (4Mbit on speedtest) fibre.

Can anyone tell me how to cancel and make it stick ?

 

[pigsteyn]

Good luck. Their customer service is a voxing mess.
I told three different people, including a customer manager and a so-called project manager that I want to cancel my installation with them and they simply happily continue with the process on their side.

I'll let them get the line in and then cancel. Remember, there's no such thing as free.

 

[marsbeetle]

I think you will likely need to pay for the installation. The ISP(Vox) pay for the installation of the fibre from the street into your home on the premise that you will be using them. Since you cancelled they need to get that money back somehow. Even though the fibre contractor does the installation, it is my understanding that this cost is absorbed by the ISP. Obviously once installed you can use anyone but someone still needs to pay for that initial installation. I would negotiate with your new ISP for them to pay for some if not all of that installation(which essentially pays for the Vox cancellation). You might need to sign a contract with your new ISP for them to accept payment of the installation. Good luck.

 

[Nicholas Marzio]

If this is in Vumatel Cape Town let me know. I know someone at Vumatel that's been super helpful.

If the ONT/CPE was installed before you picked an ISP you shouldn't need to pay anything as the service has not been active.