Ordering Telkom FTTH via Vox Telecom.

[jpdumas]

This is a record of my attempts and communication to Vox to order and recieve a 100Mbs Telkom FTTH line.

DAY: 1 (30 Sep 2015)

Went to their website and found https://www.voxtelecom.co.za/ftth, you can't signup online and have to send an enquiry via the website, sent one and waited.

DAY: 2 (1 Oct 2015)

Around midday, still hadn't received any comms, so I decided to email them directly on [email protected], got an email back that my ticket was receievd. Great!... Then I got an email back:

Good day [removed]


Thank you for your enquiry. Please be advised that at the moment there is no fibre rollout in your area. Our website has all the areas where fibre is available at the moment and we update the site continuously with new areas. You may check our site occasionally in order to view new areas. https://www.voxtelecom.co.za/ftth. Would you like a sales consultant to contact you and in order to give you alternatives?

Thank you in advance

Kind Regards
Colleen Dickson
Product Specialist Co-Ordinator
Vox Telecom Limited
Block C Alps, Rutherford Estate
1 Scott Street
Waverley

UhhhhguehguihbEGUIPFSBEUIPGBEU
So I called, asked to go speak to a manager, and apparently she's on a call and will call me back. 2 hours later still nothing so I decide to call back and ask to speak to someone else. He seemed sharp and got me on the right track (can't remember his name) and answered all my questions, then he said he will let the person dealing with my agent take over.

Suddenly I recieve an email:

My apologies.

I double checked with your full address. Yes Telkom services the area. Would you still like to have more information regarding the data and voice packages?

Thank you in advance

Kind Regards
Colleen Dickson
Product Specialist Co-Ordinator
Vox Telecom Limited
Block C Alps, Rutherford Estate
1 Scott Street
Waverley

Hmmm.

Then asked if I could please be signed up.
I get:

We will allocate a sales executive to contact you and give you some more information and answer all your questions.


Thank you in advance

Kind Regards
Colleen Dickson
Product Specialist Co-Ordinator
Vox Telecom Limited
Block C Alps, Rutherford Estate
1 Scott Street
Waverley

****ing dammit. what IS your job there and why did you answer my email and not a bloody SALES agent? Whatever.

I await this prophetic agent.

DAY: 3 (2 Oct 2015)

I realise it's been 3 days since I wanted to sign up and at this point I would just use another reseller but dealing with Web Africa's Nicola Greber (mfw this is an actual adult... would of never of thought so with the way she deals with customers) showed me that it's pretty much a choice of choosing my own posion.

I email back, ask why no one has contacted me and after an hour with no response I just call in and ask to speak to a sales agent, I get bounced about 4 times to different departments before landing in the hands of Simphiwe Hlophe:

Good afternoon,

Thank you for contacting Vox Telecom with regards to getting connected with fibre.

Please find the attached contract.

Please send it back with the following documents:

Ø Id copy
Ø Proof of address
Ø Proof of income (3Months bank statement)

For further details, please do not hesitate to contact me.

Acc: [removed]

Regards,
Simphiwe

The contract was 10 pages long, which I had to print, sign, scan and email back. It's 2015. And I have to print, sign, scan and email a contract. What. The. ****. Is....ok.

Sent!

andddddd

Good afternoon,

Thank you for your quick response.

Please initialise/ sign page 1of10 and page 1of1 on the space provided.

On page5of5, please complete the date, company (private) and designation.

For further details, please do not hesitate to contact me.

Regards,
Simphiwe

It's already done?

Good day,

Thank you for your e-mail.

Please find the attached pages.

P.1of10 and p. 2of10: please put a signature like other pages at the bottom.

Page 7of10: please put designation, date and company (you can put private)

Please let me know should you need more assistance.

Regards,
Simphiwe

I tell him to stop waisting my time and look at the bloody pages, they're complete.

We play a game of tennis and he eventually just send it in. I ask how long it will take to get a confirmation so I can actually feel a sense of progress and he says vetting could takes a day or more if they're errors.

An hour later:

Good afternoon,

Vetting has been processed and approved successfully.

Please confirm the following details to be sent to our activation:

Ø Telkom ports number
Ø Telkom account holder
Ø Shipping address
Ø Contact person

Thank you.

Regards,
Simphiwe

He didn't answer the question, so I asked again and got:

Unfortunately there is no ETA on Telkom fibre installation.
However it is in progress. You will be contacted by Telkom when they are coming to do installation.

I will keep you posted.

Regards,
Simphiwe

Lovely...
Now the wait begins.

Will continue as I get updates.

 

[Gralalo]

Nice deal, at least you Have the ability to order Fibre.
As far as I've heard Vox is not the best at customer service, btw I'm also using Vox [ADSL]...luckily didn't have to contact them directly yet.
May I ask what area are you're located in?

 

[jpdumas]

Nice deal, at least you Have the ability to order Fibre.
As far as I've heard Vox is not the best at customer service, btw I'm also using Vox [ADSL]...luckily didn't have to contact them directly yet.
May I ask what area are you're located in?

Centurion

 

[Gralalo]

There is a very helpful thread about Telkom FTTH if you wanted to check it out.
The post is about getting feedback directly from telkom about the status of you order here (If you encounter problems on Vox's side)

 

[jpdumas]

There is a very helpful thread about Telkom FTTH if you wanted to check it out.
The post is about getting feedback directly from telkom about the status of you order here (If you encounter problems on Vox's side)

thanks!

 

[Inertia]

Good luck! I wonder if there's a Vox sales rep who can respond to the poor service you received. With fibre these days it's more about trying to convince the operators to take your money, and not the other way around.

 

[jpdumas]

Good luck! I wonder if there's a Vox sales rep who can respond to the poor service you received. With fibre these days it's more about trying to convince the operators to take your money, and not the other way around.

Pretty much :/

 

[jpdumas]

DAY: 6 (5 Oct 2015)

Emailed and asked for an update on my order

Good day,

This is in progress.

We are awaiting Telkom to come and install the line.

Regards,
Simphiwe

Took the advice below and tried to grab my order ID from him:

There is a very helpful thread about Telkom FTTH if you wanted to check it out.
The post is about getting feedback directly from telkom about the status of you order here (If you encounter problems on Vox's side)

Please find the reference number form Telkom as per Activation department.

Reference: [removed].

Regards,
Simphiwe

Will be giving Telkom a call tomorrow to find out if all is well, so far so good and I hope this gets rolling soon.

 

[Gralalo]

Glad I could help

 

[BMT_Horizon]

Been having the exact same issue with Vox... not sure what's going on with their support as it use to be great. That setup fee of R1750 seems a bit hefty...

 

[Electric]

Been having the exact same issue with Vox... not sure what's going on with their support as it use to be great. That setup fee of R1750 seems a bit hefty...

R3000 for Telkom.

VOX always contact me very fast.
Sorry to hear you are having issues.

 

[jpdumas]

Vox has been great to me too, but when it comes to Fibre, EVERYONE seems to be crap.

R3000 for Telkom.

VOX always contact me very fast.
Sorry to hear you are having issues.

 

[jpdumas]

DAY: 7 (6 Oct 2015)

Called that FTTH Helpdesk and got put through to a technician who could do nothing with my order number, then I got fowarded to a FTTH sales dept that could not query a Wholesale order.

Eish

 

[SandMan]

DAY: 7 (6 Oct 2015)

Called that FTTH Helpdesk and got put through to a technician who could do nothing with my order number, then I got fowarded to a FTTH sales dept that could not query a Wholesale order.

Eish

Hi @jpdumas,

Any update w.r.t. your order?

 

[Newby7]

Were you sorted with the order?

 

[biena]

R3000 for Telkom.

What do you mean by this, telkom fibre has no setup fee that you pay (or at least did not have).

 

[Chris.Geerdts]

PM me your details if you are wanting to order fibre and I will organise a very good sales rep from Vox

 

[MickeyD]

PM me your details if you are wanting to order fibre and I will organise a very good sales rep from Vox

OP already has an order...

 

[Orihalcon]

This is unfortunately the case when going the Telkom FTTH route.

I also had to sign that hefty contract and scan and mail etc. And form there you only get an order number and have to wait to be contacted by Telkom to arrange the install date. It's a pain but it's just how it goes.

It all depends on the workload of the techies servicing your area. Mine took 9 days in total - from placing the order to having the install done. And I was lucky. It would have taken 4 weeks, but someone cancelled and I got an earlier slot.

Stay positive. It's worth it

 

[MickeyD]

This is unfortunately the case when going the Telkom FTTH route.

I also had to sign that hefty contract and scan and mail etc. And form there you only get an order number and have to wait to be contacted by Telkom to arrange the install date. It's a pain but it's just how it goes.

It all depends on the workload of the techies servicing your area. Mine took 9 days in total - from placing the order to having the install done. And I was lucky. It would have taken 4 weeks, but someone cancelled and I got an earlier slot.

Stay positive. It's worth it

OP went via VOX.