Vox Telecom Cancellation Nightmare

D

Dark Agent

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Before joining Vox Fibre, I already had vumatel installation and all was running 3 years before moving to vox.
I tried cancelling my vox, was told the fees was R1008 for activation cost + calendar month notice(already pre-paid). Got a invoice for R2732 for cancellation charges. I was on month to month.

I phone them and transfer me to account manager, the account manager told me they cannot do anything and will debit me for R2732 since lock already. Account manager said it finalize and will not do anything regarding this matter.
 
Dark Agent said:
Before joining Vox Fibre, I already had vumatel installation and all was running 3 years before moving to vox.
I tried cancelling my vox, was told the fees was R1008 for activation cost + calendar month notice(already pre-paid). Got a invoice for R2732 for cancellation charges. I was on month to month.

I phone them and transfer me to account manager, the account manager told me they cannot do anything and will debit me for R2732 since lock already. Account manager said it finalize and will not do anything regarding this matter.
Click to expand...
That's definitely not right at all, you need to take this further.
 
Jaseyyxx said:
That's definitely not right at all, you need to take this further.
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I am looking into steps I can take to resolve it. The only route is legal route. I have requested the call recording and waiting for the response.
 
Dark Agent said:
I am looking into steps I can take to resolve it. The only route is legal route. I have requested the call recording and waiting for the response.
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I wish you the best of luck, even though you don't need it. Also ask for an itemized bill to see what exactly they billed you for. Best to be prepared.
 
billing.JPG

Thanks,
This the charges. Was billed R2732.77 + the cost for December.
Will be understandable if I had taken up installation with them. But apparently they don't care to look into matter. Well this will be the last they hear from me. The new premises will choice another ISP.
 
Dark Agent said:
View attachment 959890

Thanks,
This the charges. Was billed R2732.77 + the cost for December.
Will be understandable if I had taken up installation with them. But apparently they don't care to look into matter. Well this will be the last they hear from me. The new premises will choice another ISP.
Click to expand...
Installation costs are charged regardless if you have the physical fiber installed already or not. The fiber provider charges this, not the ISP directly.
 
Scooby_Doo said:
Installation costs are charged regardless if you have the physical fiber installed already or not. The fiber provider charges this, not the ISP directly.
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The line was installed in 2016~2017. Its a once-off cost of R1725. Vumatel charges an activation fee of R999 to move between ISP. I move to Vox on March 2020.
 
This is why I pay my bill manually. For whatever reason they never forced me to go debit order.
 
Dark Agent said:
View attachment 959890

Thanks,
This the charges. Was billed R2732.77 + the cost for December.
Will be understandable if I had taken up installation with them. But apparently they don't care to look into matter. Well this will be the last they hear from me. The new premises will choice another ISP.
Click to expand...
That bill is honestly very steep. Make your new ISP AfrihostI can vouch for their customer service and network quality. You won't get any better than them
 
EIther way Vox is cancer. I had similar experience. Wait until they send a courier to you to pick up the router and the courier asks you where to send it.
 
Scooby_Doo said:
Evidently Vox charges more than Vuma.
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I have phone them before making the cancellation, I was told R1008(rounded off) only for activation fees + 30days calendar month notice. Apparently they made a mistake with by also including the installation cost of R1725. The problem comes down to is that the account department saying they cannot do anything since it already finalize and lock.
 
Jaseyyxx said:
That bill is honestly very steep. Make your new ISP AfrihostI can vouch for their customer service and network quality. You won't get any better than them
Click to expand...
Before Vox, I picked Axxess, 3 weeks no responses and they arguing that they cannot pick up the line. Apparently they mix up the orders by putting in the wrong address. Was with no internet for 2 months because of Axxess.
 
Dark Agent said:
Before Vox, I picked Axxess, 3 weeks no responses and they arguing that they cannot pick up the line. Apparently they mix up the orders by putting in the wrong address. Was with no internet for 2 months because of Axxess.
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Jeez, so far only heard good things about axxess until now.
 
Dark Agent said:
I have phone them before making the cancellation, I was told R1008(rounded off) only for activation fees + 30days calendar month notice. Apparently they made a mistake with by also including the installation cost of R1725. The problem comes down to is that the account department saying they cannot do anything since it already finalize and lock.
Click to expand...
Did they provide you with a router or are you using your own/previous router?
 
Kola_CT said:
Did they provide you with a router or are you using your own/previous router?
Click to expand...
They quoted a separate cost for it. when applied I specified I had my own router but they force you to take it else no support.
Ended up paying the R2732.77 final bill. Will wait for them to pick up they crappy router and see.
Will see if they refund me or not in February. Applied a downgrade which saved me R880 + R380.
Was on a 200mbps and 1Gbps. R1251 saved with downgrade. Waiting for 5 months(Contract) and the other 2 fiber lines will also be cancelled with them.
 
Last edited:
Jaseyyxx said:
Jeez, so far only heard good things about axxess until now.
Click to expand...
Axxess support was so Bad in January/Feb. Call wait times was 30mins. Not sure if Afrihost the same experience. As for vox telecom, they 1Gbps was not the best, was getting 450mbps where friend on Cool Ideas got 700mbps, but he battled 4 months with bad internet out of 2-3 years but he stuck with them.
Moving to my own premises on March(already fiber installed by old tenants with mweb) and had it only for 6 months. So installation cost will be a pain to deal with if old tenants don't pay it, that's next year problem.
 
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