Voneus Broadband Opiniones 5841

I had the pleasure of liaising with Mercy, customer service agent, Voneus.
Mercy delivers an immediate positive and enthusiastic experience coupled with a confidence that reassures you straight away that she knows what she is talking about and is there to problem solve, ask and answer questions and provide you with the correct and accurate information you require. She is quick and efficient and can confidently answer any question you care to put her way. She has a professional presence, style and impact.

Customer Service response and support was excellent , particularly from Nommy who followed through everything she said she would and once all resolved rang to ensure everything was ok.

Andiwa was very helpful and good

Had the pleasure of speaking with John Coleman today at Voneus as I needed information on what certain aspects offered meant ie Smart WiFi .
He was really efficient and helpful explaining clearly what things meant and how effective they may be .
Talked me through pricing and which options offered would suit us best .
Updated me by email promptly and phoned to confirm our order . Price point and service excellent so far
Thank you

Initial telephone discussions re deals on offer, speeds available with John were unpressured & information.
Dates & times for install were abundant & flexible.
Install engineers Tom & Reece arrived at correct time, they were polite & quick with the install - no mess & even hep me re set my TV up & provides me with some cable ties - great service thanks all

Dealing with Voneus over a relatively small issue (a temporary cable to another house, erected over my property, that I was assured would be removed within a fortnight) was an absolute nightmare. Two weeks became 7 months, during which time I was passed from person to person weekly on the phone each time I called, all of whom assured me they would take responsibility for arranging its removal, and none of whom ever followed up or contacted me again. I was then asked to go out photographing and documenting the issue myself, though that made no difference to anyone calling me back. Hours and hours wasted on phone and email, and so a small issue became a huge stress point, along with having to look at the thing across our view day after day. FINALLY, Kevin S (thank you so much Kevin!) at technical support became the one person at Voneus who took the time to step in and take responsibility. He escalated the issue immediately, called to update me exactly whenever he said he would, was totally reliable, and got it swiftly sorted. Easy! As it should have been. I think Kevin should head up Client Relations and Troubleshooting for the whole company.

Voneus - clearly your system lacks the structure - or your staff lack the powers - to track and sort problems for clients as single follow through projects. Going round in cirlces for 7 months drove us mad! Its a shame because your rural Broadband service is very good, but if you are shouting about being 'rural BB specialists', I think you should remember that rural people don't want wires slapping all over their countryside views, and we just want you to communicate properly and follow through on your assurances.

Andrew, was very polite, professional and got the issue sorted. He talked me through the procedure and give me some good advice. Also, he has a good sense of humour which makes his dealings with people that much easier.
Well done Sir!

I have been very pleasantly surprised by Voneus, from the survey through the whole process. The team have been brilliant, helpful and very professional. I had some assistance from Andiswa today on the phone who responded to my queries very efficiently and made me feel very valued. I think everything with Voneus has been stress free so far. Great service, thank you!

My initial enquiry regarding a question about one of my Voneus accounts was handled extremely professionally by Cindy the Voneus customer service agent. Cindy's help in the matter ensured that my request was dealt with efficiently and hassle free. Many thanks

Simon and Ethan came to fit the new Internet and lines, they were polite and friendly and got the job done super quickly

Excellent installation by Graham and Mark. No mess.
All questions answered with a clear explanation..
Follow up questions with customer service also answered clearly.

Adnah was very helpful and the problem was resolved and I got back on line. Thank you

Yolanda was patient and very helpful sorted everything out although we were having trouble our end she did a fantastic job of getting everything done

Yolanda was extremely helpful and explained everything clearly

Nomzamo was excellent. She has a lovely manner and l listened to my query. She then went on to tell me what she need to do, that she would get back to me, which she did in the promised time frame. I was occupied and not able to respond to the email, so she rang to clarify that the matter had been satisfactorily resolved. Cannot praise her enough for her customer service.

Ziyanda was very professional. Overall experience very good with Voneus thank you

My current 2 year contract for fibre broadband + VOIP ends on 12 June.
The monthly roll-over charge will be too expensive for me and as the 500Mb of the current contract exceeds my requirements I was hoping that I could negotiate a mutually acceptable competitive deal.
I phoned Voneus on 18 May. The call centre agent was unable to deal with this and created a ticket.
This auto-generated a "We're on the case" email which told me "... You can expect to hear from one of our team members shortly ...".
Not having heard anything further just over a week later I replied to that email, again asking for information about renewal. No response.
In a telephone call on 1st June the call centre agent told me that someone able to help would call me back. They didn't.
In a phone call to the call centre today, 2 June, after 30 minutes I could either remain in the queue or request a call back. I hung up.
In the Ofcom rules (15 Feb 2020) we are told that "Phone, broadband and pay-TV companies will have to warn customers between 10 and 40 days before their contract comes to an end.
These alerts – sent by text, email or letter – must include ... your provider’s best deals, including any prices only available to new customers."
So far Voneus is falling short.

Helpful representative Nonhle who was patient and talked me through all steps until problem was solved

My voneus internet went down on Friday. I spoke to Kanya who ordered me a new router which arrived today (Monday). Although it initially was working when I plugged it in and called as advised after a few hours it stopped working. I called back and this time was lucky enough to get connected back to Kanya who remembered my router problem. He reconfigured the router and also tweaked something so that the TV now connects wirelessly.
Thanks Kanya for your help.