Vox Account Troubles - What now?

[pancakes]

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TL;DR: Vox didn't fulfil a service that I specifically requested (I asked for static IP for FTTH). Ended up charging a somewhat exorbitant amount for cancelling the service, included in the cancellation fee was the installation of a line that never occurred. It was disappointing to experience this as I had heard some good things about Vox. But it became apparent this wasn't the case in my scenario and was palmed off with excuses or incomplete responses.

To those wanting to sign up with Vox. Caution: Sales staff seem to sign you up regardless of whether or not they are able to support your requirements. Leaving you to realise you don't have what you needed/asked for, resulting in a long cancellation process.

I'm waiting to hear back from their management team.

 

[irBosOtter]

Do you have proof of them saying you can get static IP's?

 

[pancakes]

Other than them saying this over the phone, unfortunately not. My emails to them mention it, and there are some from them mentioning they'd follow up. But nothing that guarantees (in a sense) that it would be included in my package.

What ground would I have? Thanks for the reply.

 

[PBCool]

Other than them saying this over the phone, unfortunately not. My emails to them mention it, and there are some from them mentioning they'd follow up. But nothing that guarantees (in a sense) that it would be included in my package.

What ground would I have? Thanks for the reply.

If the calls are recorded ask them for a copy of the call. Also you can't have 2 services on a single line, hence why they would charge for 2 lines.

 

[pancakes]

If the calls are recorded ask them for a copy of the call. Also you can't have 2 services on a single line, hence why they would charge for 2 lines.

Thanks, I was told by Vumatel that they'll install one line as I can run both services off the same CPE. There was only one line installed, yet Vox have charged for two. So I'm a little confused.

 

[PBCool]

Thanks, I was told by Vumatel that they'll install one line as I can run both services off the same CPE. There was only one line installed, yet Vox have charged for two. So I'm a little confused.

You can't run two independent services off a single ONT/CPE so some confusion there it seems. But might work in your favour if only one line was installed from a refund perspective.

 

[pancakes]

You can't run two independent services off a single ONT/CPE so some confusion there it seems. But might work in your favour if only one line was installed from a refund perspective.

Thank you for your help. Certainly appreciated. Currently back and forth with their accounting department to try and resolve this.