Vox pathetic service

S

Shiraz

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Joined
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Gauteng
Disappointed with service from Vox.

Moved from Afrihost at the beginning of the month. Transferred my 4 Meg line and went for uncapped with the intention to upgrade to 10 Mbps once line was transferred. This was the best way as per the agent.

Have had poor speeds (between 0.5 and 0.9 Mbps download) and logged a few calls , port resets etc Vox finally logged a call with Telkom to check the line. After doing tests and trying the telkom test account downloaded speeds of 3.2 Mbps it was confirmed fault is from Vox side.

I mailed Vox with the results and requested cancellation as I am just not getting any joy.

Just spoke to Jason and his manager Vanessa who also apparently spoke to the operations manager... And they still insist they will only cancel from 1 Jan as I need to give a months notice. This is bull as I am being forced to pay for service that Vox cannot deliver.

As per Jason ADSL is best effort so any speed over 0.3Mbps quantified as being acceptable ADSL (even on a 4Meg Line - lucky that took so long to transfer the line and I had not yet upgraded).

Vox your service is pathetic and I will never do business with you again.

Warning to others... Make sure Vox can deliver to you before you sign up.. Or they will make you pay and you will be stuck to a further months notice and have to pay for service they cannot deliver.
 
Why did you transfer your line before checking the isp out?
I am with VOX but I kept my line with Telkom for ages and used the VOX data.
 
Much better... Except for the few weeks before they want into the new servers and they want off a couple of times... Kids were pestering me cos they couldn't watch tv (no data /sabc) so I moved.

Actually seriously contemplating going back to them.

And I know that don't givecrap to cancel :)
 
Shiraz said:
Much better... Except for the few weeks before they want into the new servers and they want off a couple of times... Kids were pestering me cos they couldn't watch tv (no data /sabc) so I moved.

Actually seriously contemplating going back to them.

And I know that don't givecrap to cancel :)
Click to expand...

To cancel with Afrihost you have to give 30 days notice as well don't you?
 
Electric said:
Why did you transfer your line before checking the isp out?
I am with VOX but I kept my line with Telkom for ages and used the VOX data.
Click to expand...
Transferred as I read the reviews here and thought I would get a better experience... Stupid not to test it first....
But definitely dodnt expect it to go to worse
 
Did you go from a capped product to an uncapped product?

If you take an uncapped product anywhere you are going to be disappointed. All uncapped is rubbish!!!!!

While you are waiting to cancel, downgrade your product to a capped product (which has uncapped from 12pm-6am) and you will see speeds increase 100000%.
 
Moved from uncapped to uncapped.

Planning to move to a capped product.. Thanks
 
Shiraz said:
Disappointed with service from Vox.

Moved from Afrihost at the beginning of the month. Transferred my 4 Meg line and went for uncapped with the intention to upgrade to 10 Mbps once line was transferred. This was the best way as per the agent.

Have had poor speeds (between 0.5 and 0.9 Mbps download) and logged a few calls , port resets etc Vox finally logged a call with Telkom to check the line. After doing tests and trying the telkom test account downloaded speeds of 3.2 Mbps it was confirmed fault is from Vox side.

I mailed Vox with the results and requested cancellation as I am just not getting any joy.

Just spoke to Jason and his manager Vanessa who also apparently spoke to the operations manager... And they still insist they will only cancel from 1 Jan as I need to give a months notice. This is bull as I am being forced to pay for service that Vox cannot deliver.

As per Jason ADSL is best effort so any speed over 0.3Mbps quantified as being acceptable ADSL (even on a 4Meg Line - lucky that took so long to transfer the line and I had not yet upgraded).

Vox your service is pathetic and I will never do business with you again.

Warning to others... Make sure Vox can deliver to you before you sign up.. Or they will make you pay and you will be stuck to a further months notice and have to pay for service they cannot deliver.
Click to expand...

Just out of curiosity are you aware of the Fair Use Policy that goes with the uncapped product?

Here's the link: https://www.voxtelecom.co.za/fair-usage-policy
 
Dan C said:
Even the lowest throttle speed is higher than he claims to be getting.. or am I missing something here.
Click to expand...
After downloading his 60Gb quota (supposedly uncapped) on a 4 Meg line the speed halves. If you manage to download another 60 at the slower speed it halves again. Looks like they didn't honour the 1Meg bottom level and halved it again.

He should have bought a capped account for R100+ less and downloaded more with less hassle.
 
Dan C said:
Even the lowest throttle speed is higher than he claims to be getting.. or am I missing something here.
Click to expand...

The speeds he mentioned can be easily explained as being rate limited down to 1Mbps and having other types of traffic on their network during the time of a speed test. Without monitoring his line at the time of the test, I cannot offer any other option.

I've read about the events between him and support and no where do I see any references to support making him aware that he has been rate limited due to the usage consumed in the uncapped product he bought.

I truly believe this is the issue.

Shiraz - contact me tonight (inbox), I'll provide you an account to test with to confirm what the issue may be.

-Chris
 
cvanwie said:
Just out of curiosity are you aware of the Fair Use Policy that goes with the uncapped product?

Here's the link: https://www.voxtelecom.co.za/fair-usage-policy
Click to expand...
First I am seeing it.... never even mentioned to me with the numerous calls logged.

Either way, to start throttling a 4Mbps line 60 gb on an UNCAPPED account is a joke. Never had such a low threshold with even Telkom.

Could explain the poor speed as my kids constantly stream YouTube and netflix.. someone should inform the technical department that wasted so much of my time and ran my cell phone bill up trying to do unnecessary port resets. They even logged a call with telkom.

Confirmed then Vox is definitely not for me...
 
cvanwie said:
The speeds he mentioned can be easily explained as being rate limited down to 1Mbps and having other types of traffic on their network during the time of a speed test. Without monitoring his line at the time of the test, I cannot offer any other option.

I've read about the events between him and support and no where do I see any references to support making him aware that he has been rate limited due to the usage consumed in the uncapped product he bought.

I truly believe this is the issue.

Shiraz - contact me tonight (inbox), I'll provide you an account to test with to confirm what the issue may be.

-Chris
Click to expand...
No need.... checked my usage... it is over 120 Gb so I take it is throttled.

with school holidays and Netflix, kids use about 180gb a month... this will definitely not work for me.

Just got to wait out my time till end December so I can move....

Thanks for clearing things up.
 
Shiraz said:
First I am seeing it.... never even mentioned to me with the numerous calls logged.

Either way, to start throttling a 4Mbps line 60 gb on an UNCAPPED account is a joke. Never had such a low threshold with even Telkom.

Could explain the poor speed as my kids constantly stream YouTube and netflix.. someone should inform the technical department that wasted so much of my time and ran my cell phone bill up trying to do unnecessary port resets. They even logged a call with telkom.

Confirmed then Vox is definitely not for me...
Click to expand...

I'm sorry to hear that we aren't for you, although I understand your point of view if you weren't aware of the of the Fair Use Policy.

The Fair Use Policy is mentioned on https://www.voxtelecom.co.za/home-uncapped

I've escalated the fact that no one seemed to have made you aware of the fact that you were in a FUP Threshold (which rate limits you according to the published Fair Use Policy) to the Operations Manager (Shana) and she's already replied to my mail and has stated that she will take it up with those involved in the morning.
 
Shiraz said:
No need.... checked my usage... it is over 120 Gb so I take it is throttled.

with school holidays and Netflix, kids use about 180gb a month... this will definitely not work for me.

Just got to wait out my time till end December so I can move....

Thanks for clearing things up.
Click to expand...

For what ever it's worth ... I think the 8Mbps uncapped product would serve you well, or the Fatpipe 200GB with zero rated data between midnight and 6am.

I haven't looked at the times which you are consuming bandwidth, but it might be worth having a look at a mixture of accounts to provide you a rounded solution. If your family is consuming bandwidth after 6pm weekdays and all day on the weekend have a look at the Fatpipe Lite + Bolt On (uncapped, limited to 10Mbps during bolt on time (M-F 6pm-6am, Sat/Sun all day) product here:

Fatpipe Lite: https://www.voxtelecom.co.za/fat-pipe-lite
Bolt on (uncapped, limited to 10Mbps): https://www.voxtelecom.co.za/uncapped-bolton

But this awesome product (bolt on) is being discontinued at the end of the month. If you buy it before the end of the month you will retain it thereafter.

Or, have a look at the Fatpipe capped product which has zero rated usage between midnight and 6 am (every day of the week).
 
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