Voneus Broadband Reviews

Today, I called Voneus Customer Service using my Voneus VOIP service. The elapsed time between the end of my call with agent Naomi and the timestamp of the voicemail notification email containing a message from Naomi is between 1-2 minutes. This confirms that Naomi attempted to place a call to my line immediately after modifying my profile to permanently block my caller ID as I requested. That call failed to reach me because my VOIP service was no longer active. Despite the fact that the call completely failed to reach me, and despite having access to backend systems that monitor the service, Naomi failed to identify my service was no longer active. Instead, within minutes she marked the support request as resolved, and I received an email with subject: "All sorted! Fancy sharing how I did?", stating "I'm glad we got your service sorted.", which is very annoying when in reality it is not. Failing to check the service is actually working before saying its "sorted" is not the level of customer service I expect.

The gentlemen who cold called at my home was polite and very knowledgeable. He stated that if I signed up the broadband would be installed within 2 weeks and i could start using Voneus as soon as it was fitted at no charge as I would continue to pay my existing provider until my contract with them was up.

Naomi was patient & clear in her instructions! She sorted our internet problem out straight away. I commend her ability to communicate clearly, but also to keep calm when I was getting a bit worried. Extremely grateful. She deserves 5 stars 🌟

Both our internet and landline had failed last night so I phoned and spoke to Naomi this morning. She asked lots of questions as to how the failure had occurred and what lights were showing on the router and little white box (sorry I don’t know its correct name). From that information she was able to connect to our router and solve the problem which was great. Since then she has emailed me to tell me what to do should a similar thing happen. Throughout our conversations she supportive, helpful and kind to an aged non technical customer!

Spoke with Nomzamo who was very helpful. I had an email advising cost of renewing broad band service with or without contract. The email stated to reply to the email address OR speak to Voneus service team. No point speaking to them as they want an email reply, so they should have this on the email.

Andiswa was great, very quickly sorted the issue.

From ANDISWA I received excellent help in understanding and then resolving my call about intermittent broadband speeds. The call was handled very promptly, calmly, with professionalism and with patience. My questions were all answered fully and some extra advice that I asked for was given to my complete satisfaction. The support I received could not have been better. My broadband performance is superb. Thank you.

Been with them for 2 years. Not really had any issues appart from one instance early on but that was soon resolved by the team. Internet is reliable and quick. Have just signed up again for 2 years.

We recently received a package which we had requested sometime earlier. Nommy was very good at tracing it and letting us know about it. Just waiting for the engineer to call to arrange installation.

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.

Had a problem with my fibre connection, mouse had chewed the cable, called Voneus to report the fault on friday and engineer turned up Monday and repaired the fibre cable, excellent repair service and excellent customer service.

Girl listened and explained issue very well… had to ask management a couple of times and call dropped after first time…called back , apologised and carried on… very professional for her authority level…Pearl is her name…

Mercy was excellent from Voneus dealt with my query efficiently

Spoke to Nommy about renewing my broadband service!! She was extremely helpful and sorted my renewal out very quickly and efficiently! Would definitely recommend.

Brandon supported with my renewal, I came away from the conversation positive and got what I needed from the call.

Kamva did brilliantly talking me through the reconnection of the mesh to the router, and was patient with her time as I climbed up and down the stepladder! We got it back up and running. Proper job

Yolanda was very helpful, and extremely patient with me. She talked me through how to set up my Voneus wifi, and let me know when my direct debit would commence and how much it was going to be. Not being the most computer literate person, I appreciated her calm patience.

easy to talk to. open to discussion. agreed a renewal for another 12 months with Nokwanda who went the extra mile to help me

Kanya helped me when other agents failed to establish the issue of my broadband connection. He was professional and diligent and he has helped both myself and those that rely on my work. I cannot praise this young man enough.

Absolutely disgraceful customer service. My devices will not stay connected to my main router I keep getting fobbed off on the phone with promises to call me back that never happen. Would definitely not recommend this Internet in the cumbria area. They can clearly see my devices constantly disconnect from my router at their end but want £150 to send an engineer out... terrible company