vox Telecom

E

ebenkoen

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Please people, anybody looking for a ISP please stay away from VOX, please take some time and go and read all the complaints regarding VOX on hello peter or on mybroadband.co.za no customer support at all.
Thanks
 
Vox also have terrible latency for gaming, 194ms League of Legends EUW servers. Sometimes it goes down to 164 but not very often.
 
Agreed, vox is the absolute worst!
Recently I was working from home, but thanks to vox, I'm now looking for a new job!!
All while they're busy handing me over to their attorneys for not paying them for January and February, but completely disregarding the fact that I need a job so I can pay them AND they're also the reason I'm without a job to begin with...

So, unless you like getting punished for making use of somebody's services, STAY THE FF... AWAY FROM vOX!

Oh yeah, fun fact:
By using word trickery, the ISPA can't do anything, AND BONUS, they're also cleared from their responsibility to the CPA by doing the exact same!

In a nutshell: If you sign documents with them, you're screwed - and you "knowingly" did it to yourself!!
(because their sales consultant "explained all the terms in detail" with you before sending you the documents to sign.)

FYI: Their responsibility begins with making sure a fiber line initially gets installed and ends with sending you a monthly email to pay them.
Customer service is optional, and available to a select few should they decide you're worthy of a reference number that does not exist. The number of add-ons they sold you to get your internet working, maybe, and their costs does not entitle you to receive customer service.
They are a best effort provider and their "best effort" is to get out the guy who pulls tiny glass strings through your walls as well as hoping your email provider delivers their statement, Because of the "nature of the internet" your service is provided with no guarantee of availability, except for the availability of a tiny glass string being available at your property after their request. If it doesn't strobe a light they don't care - if it does strobe a light but does not work, they still don't care. This also includes their CEO.
Unless you don't pay. In that case they guarantee ABSOLUTE BEST EFFORT, but applies only to harassment and threats to you by rude credit controllers, and is guaranteed at least three times daily. ABSOLUTE BEST EFFORT does NOT include the capturing of payment arrangements by these rude credit controllers. Capturing those arrangements would fall under best effort described in detail above.
Should you at this point inform them you are now recording their calls, you will again receive their ABSOLUTE BEST EFFORT in getting a summons delivered by hand and registered letter, straight to your door for your convenience. As a free bonus, any (and all) errors and omissions (in writing or by phone) are considered as accepted in full and as-is by the subscriber and will be enforced, because you signed, with your neighbor's WiFi IP address on a PDF as proof. You loose, unless you're lucky and it still works past the cool-down period.

*This entire post, and especially the tiny part, was intended as a testimony to my experience, with some parts delivered in a satirical manner and in some other parts the details are comically exaggerated to reflect the comical service I received. You must always refer to your own subscriber agreement (version) and not take any part(s) mentioned here as fact.
If your service works fine and you get great customer service, well done - lucky you, quickly go play the lotto before your luck runs out and you could potentially need that jackpot cash to pay Vox, their lawyers, the court, all other fees and adjustments as well as your groceries and/or cell phone.
**All jokes aside now, I strongly advise against vox telecom - especially if you work from home. They're not reliable and offer mediocre customer support.
***Congratulations if you made it until here, yes, I wish I could type smaller than 9pt...
****I do not respect vox, that's why I refuse to capitalise their name.
 
@Stonebug, how did Vox cause you too loose your job? (Just curious if you don't mind me asking)

You don't mention what the actual problem with their fibre was?

My employer has a straightforward policy, work from home on your own Internet, or go to the office and use ours. I feel there's more to this.
 
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Cacti said:
@Stonebug, how did Vox cause you too loose your job? (Just curious if you don't mind me asking)

You don't mention what the actual problem with their fibre was?

My employer has a straightforward policy, work from home on your own Internet, or go to the office and use ours. I feel there's more to this.
Click to expand...
Hi Cacti.

I was employed in a purely WFH position at an overseas firm who's systems are extremely sensitive and demands a proper, stable connection with no packet loss and low latency. Maximum latency as per their policy is 200ms. Anything over 200ms will cause massive problems, and once you reached 500ms you're automatically logged out and flagged for breaching employer policy.

The problems experienced were mainly a combination of no connectivity, instability, high latency and high packet loss.

Not a day would go by without at least two of the above issues plaguing me, usually latency and packets with intermittent connectivity, and then every other day I was hit with no connectivity for anything between 6 and 10 hours. On an average day I'd experience latency ranging between approx 400ms~1200ms combined with the high packet loss (upwards of 30% loss over an hour) which had caused constant system issues, dropped/missed calls, stats never submitted, etc.

I may not be the smartest pencil in the box, but I'd say their routing is permanently sub-optimal because circuits to local SA-based servers would always work with no problem at all unless the fibre provider went down, but international traffic was always a problem, especially in accessing the Americas, Netherlands, at times the UK and anywhere else east. It was just never addressed by vox.

Over time this became lost hours, days, weeks and then in December just prior to the national freeze period, on the evening of 12/13 December 2021 I lost all connectivity, which I reported time and time again.

My employer gave me a final written warning and x days to get it rectified, and by day 2 with no response from vox, I signed up with another ISP but by the time my application got accepted, the freeze period was already well underway and shortly thereafter my employer pulled the plug on me for not adhering to policy and exceeding grace days given to rectify the issue. Before Christmas I was unemployed with only a few day's wages earned.

vox did however come back to me much, much later, in late January 2022 they called to find out whether I have been assisted yet or not, by which time it was already too late and shortly they suspended my service and yesterday I got their wonderful attorney letter, even though I made a payment arrangement well before their call to get the latest status of my fault - apparently the person who should've captured my arrangement back then, no longer works there and now they have no record of it.
 
@Stonebug that's rough! Who is your fibre network provider, and just a very random question, do you live in PE by any chance?

This sounds more like your line than the ISP. Vox has a pretty stable network for the most part and also one of the few ones I know of that has sub 200ms latency to the US. I assume you chose them for that reason?

It's probably a bit too late now, but I have back up internet for the case that my fibre drops. My work is not latency sensitive as yours (working locally), so LTE is fine, but going forward consider this scenario, especially if it's so sensitive. I just did a random speedtest to London on my backup LTE and got a stable 166-177ms ping :)

Good luck, I hope you manage to sort this out and find another job :)
 
Cacti said:
@Stonebug that's rough! Who is your fibre network provider, and just a very random question, do you live in PE by any chance?

This sounds more like your line than the ISP. Vox has a pretty stable network for the most part and also one of the few ones I know of that has sub 200ms latency to the US (Guessing you worked for the US)
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Yeah... Like all the bad luck came to hit me all at once.
Network is frogfoot.
I'm very far from P.E. - sitting here in Gauteng, cozy between all the smoke and alarms.

Yes, I did work for the US. Never have I experienced latency to US under 350ms on vox.
 
Forgfoot isn't the most stable network from what I read: https://mybroadband.co.za/forum/threads/frogfoot-port-elizabeth.1058421/page-170

I suspect your issues are Frogfoot not Vox (although it's technically the same company, like Telkom/Openserve). We do have a @Frogfoot Fibre rep that might be able to help if it's network related, but I'm not sure about a Vox rep :unsure:

Also, if you ever decide to switch, Afrihost is top-notch when you need support. Pretty much everyone here can vouch for @AfriNatic
 
Cacti said:
Forgfoot isn't the most stable network from what I read: https://mybroadband.co.za/forum/threads/frogfoot-port-elizabeth.1058421/page-170

I suspect your issues are Frogfoot not Vox (although it's technically the same company, like Telkom/Openserve). We do have a @Frogfoot Fibre rep that might be able to help if it's network related, but I'm not sure about a Vox rep :unsure:

Also, if you ever decide to switch, Afrihost is top-notch when you need support. Pretty much everyone here can vouch for @AfriNatic
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Yes, I also suspected Frogfoot, but when you think of it, you either have light in your fibre or not. If that light is there, and at the correct level, Frogfoot's job is basically done.

LOL you just reminded me of the day I had an argument with the vox consulant that vox telco is the same company as frogfoot and I ended emailing her a URL to prove it. She was not impressed with me! :ROFL:
Thanks for that laugh, man!

After my ash got canned I've asked around my neighborhood who's using what and I came to the conclusion that the best route I can go here is Level 7 via Openserve if I ever have the need for serious internet again, took it for a test drive at my neighbor and it's good!

The bad thing about my location is I can choose between frogfoot's underground junk or openserve's poles getting battered by trees. Ive got both those lines on my property, and if the wind blows and it rains - they're equally useless networks.
 
I ignored all the reviews as I taught, how bad can it be. I can tell you, it is really bad.

If you have an issue, the good thing is, their call center is open 24 hours, but they of absolutely no use. All they can do is escalate the issue to the service provider who will not even respond to anything. Even if the CEO of vox has to escalate the issue they will not get any response. Just to show you how much respect vox demands in the industry.

I can't wait to cancel and move to @PBCool
 
Toxic T said:
I ignored all the reviews as I taught, how bad can it be. I can tell you, it is really bad.

If you have an issue, the good thing is, their call center is open 24 hours, but they of absolutely no use. All they can do is escalate the issue to the service provider who will not even respond to anything. Even if the CEO of vox has to escalate the issue they will not get any response. Just to show you how much respect vox demands in the industry.

I can't wait to cancel and move to @PBCool
Click to expand...

maybe its because you took out the cheap customer grade package.I use vox business fiber and its proper proper.Latency to most local sites under 10ms.
 
Toxic T said:
I ignored all the reviews as I taught, how bad can it be. I can tell you, it is really bad.

If you have an issue, the good thing is, their call center is open 24 hours, but they of absolutely no use. All they can do is escalate the issue to the service provider who will not even respond to anything. Even if the CEO of vox has to escalate the issue they will not get any response. Just to show you how much respect vox demands in the industry.

I can't wait to cancel and move to @PBCool
Click to expand...
Bad? I would rather go with absolutely kak!

I, too, will be moving. I'm going back to Afrihost though. I was with them for three years and never had an issue. The only reason why I changed was because I moved and there was an issue with my account which was subsequently resolved.

Unfortunately by that time I already signed up with Vox.
 
Interesting to see how service can differ...

Have been with Vox for just over 3 years now and to date always had good response when I have an issue.

Maybe because I use my own router and if there is an issue I call instead of messaging/emailing them.

So far most of the issues experienced with my FTTH has been with Octotel, they had lots of outages in our area but it seems to be more stable lately (some of these were also not their fault, there is nobody as good as a person with a TLB to test if the cables are routed deep enough, at some point the operator will find them and rip them out. And also vandals who seem to break stuff for shitts and giggles).
Good thing (I guess) is that Openserve is busy installing in our street, so there will be some competition for Octotel soon.

Also, I needed an additional FTTH install for my daughter who moved into a granny flat close to us.
Fortunately there is already existing Octotel fibre in the flat, I needed it activated and added to my account.
Contacted Vox yesterday morning, got a quote and placed an order for it by late afternoon - delays on my side due to meetings.
Received updates yesterday that it has been placed with Octotel and they activated from their side by 08:27 this morning.
30 minutes later I received login details from Vox and went and installed a router and tested, all done.
All they still need to do is deliver their router which I will just keep in a cupboard as a spare.

So, experiences differ.

And... I have probably jinxed the F out of this now, expect my FTTH to go down shortly :ROFL:
 
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