Voneus Broadband
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Very poor communication between…
Very poor communication between Customer Support and the Engineering Team. I’m extremely disappointed with the way Voneus handled my installation. I had specifically requested an installation time after 3pm. Customer Support told me that this would not be an issue and said they would make the Engineering Team aware. I was also told that if there was going to be a problem with the requested time, the Engineering Team would contact me. However, nobody contacted me before the installation date to say that they could not accommodate the 3pm request. Instead, I was only informed on the actual installation day that they could not do the requested time and the installation was cancelled. This is completely unacceptable. There was also an issue with Voneus’s confirmation text. I received a message asking me to confirm the installation by replying “YES” or “NO”, but the system did not work when I tried to reply “YES”. I immediately informed Customer Support about this, but it appears that this information was not passed on to the Engineering Team. As a result, the installation was cancelled on the same day, despite me having already made Customer Support aware of the problem. The lack of communication between the teams is extremely disappointing. I was then told that the only option was to arrange another installation date, with a further wait of 7 days. There was no priority given to the situation and, most disappointingly, no meaningful apology for the inconvenience caused. I find the whole experience unacceptable. If Customer Support agrees to a specific installation requirement and says they will pass it to Engineering, I expect that information to actually be communicated and for someone to contact me in advance if there is a problem. Very poor customer service and communication. Based on this experience, I would not recommend Voneus.