I would like to bring the following to your attention regarding an Uncapped, unshaped internet package (Bolt On: https://www.voxtelecom.co.za/uncapped-bolton) from Vox Telecom.
On the first line of the advertisement on the website of the company, in the product sheet, over the telephone, everywhere, the service is advertised as unshaped. Then when I get this product, I don't get speed over 10Mbs.
I call their support center (which gave me VERY good service up to now, and no long waiting times), I explain the problem. After being escalated to technical side, no-one can understand that my brand new service (so I couldn't have reached a "fair use" limit), can only reach speeds of 10Mbs.
First Technical supports-person tells me that I have to send screenshots before she can help me, second one tells me I have to call after 6PM at night (that's the only time they can test the service).
Later, technical support calls me, and explains that the service is not shaped, BUT that it is Rate Limited??? to 10Mbs (PS, on the "client zone" this account's bandwidth type is also shown as "SHAPED"). "Rate Limited" is NOWHERE to be found on their website, none of the support people knew this term, and the first 2 technical support staff also didn't know about this.
Eventually a specialist technical person called me, then took me to one of the T's and C's pages which I missed, and showed me where it was stipulated that all their uncapped packages gives a max speed of 10Mbs.
On the first line of the advertisement on the website of the company, in the product sheet, over the telephone, everywhere, the service is advertised as unshaped. Then when I get this product, I don't get speed over 10Mbs.
I call their support center (which gave me VERY good service up to now, and no long waiting times), I explain the problem. After being escalated to technical side, no-one can understand that my brand new service (so I couldn't have reached a "fair use" limit), can only reach speeds of 10Mbs.
First Technical supports-person tells me that I have to send screenshots before she can help me, second one tells me I have to call after 6PM at night (that's the only time they can test the service).
Later, technical support calls me, and explains that the service is not shaped, BUT that it is Rate Limited??? to 10Mbs (PS, on the "client zone" this account's bandwidth type is also shown as "SHAPED"). "Rate Limited" is NOWHERE to be found on their website, none of the support people knew this term, and the first 2 technical support staff also didn't know about this.
Eventually a specialist technical person called me, then took me to one of the T's and C's pages which I missed, and showed me where it was stipulated that all their uncapped packages gives a max speed of 10Mbs.
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