Vox runs a great network, but I dislike its billing practices.
Just reiterating — I’ve had very few issues with the performance of Vox’s network. All my gripes with them have got to do with their billing practices, and the way they configure their MikroTiK routers.
Here’s my story:
Right when I started out with Vox on FTTH, I asked if I could do 1Gbps for one month, just to feel what it is like, and then downgrade to 100Mbps from then on.
“Sure, no problem,” my sales rep said.
Come my invoice for month two, and I get billed for 1Gbps. They point-blank refused to change my account to 100Mbps and I had to pay the full fee for a Gbps service. The sales rep that was so helpful to get me signed up just washed his hands. Suddenly everyone was an expert in Vox’s T&Cs. Pity they couldn’t warn me about what I needed to do when it was timely to do so.
1.5 years on, and Vox announces a “line realignment” due to Frogfoot changing the fees on its asymmetric services, and introducing symmetric services.
I find this very confusing, because I’ve been receiving a symmetric service for as long as I’ve been with them. The disputed 1Gbps service was symmetric, and the 100Mbps service I’ve had for, like, 18 months has been symmetric.
So I check how much I’m paying, and how much Vox’s 100Mbps/100Mbps service on Frogfoot is going to cost. I’m paying about that much (R1275 per month), so I don’t think much more about it.
The big change-over happens and suddenly I’m downgraded to 10Mbps upload speed. It turns out I was technically subscribed to the 100/50Mbps asymmetric service which was downgraded to 100/10Mbps allegedly due to Frogfoot’s changes.
When I call Vox to ask why I’m paying the fee for a 100Mbps upload but only receiving 10Mbps, they say it’s because of standard annual price increases. They also say it’ll take 10 days to process my request to “upgrade” my account.
In other words, Vox works like an insurance company. You need to call them or log into the portal every year to make sure you aren’t getting shafted on price due to “annual CPI price increases”.
And the saddest thing of all— Do you know what the difference is in price between the 100Mbps Vox Uncapped PRO symmetric and assyemtric services? Like R35 per month. They could’ve avoided all this and made me a happy customer by just giving me what I asked.
This is why I’m migrating from Vox to Mind The Speed.