FAQs
From Vox Wiki
End-user FAQs
Q: Where can I find a list of useful Vox numbers?
A: Here
Q: Where can I find a list of useful Vox phone shortcuts and settings?
A: Here
Dealer FAQs
Q: If I register as a Vox Dealer do I automatically get a Vox ADSL Phone?
A: No, the Vox ADSL phone is not part of the Dealer Pack.
Q: When can I expect my dealer pack?
A: Dealer pack's will start shipping after the 16 October 2007 to dealers that registered before this date, and dealers that register after this date, can expect delivery within a week.
Q: What happens if I put in the wrong sponsor number?
A: Avoid doing this if possible!
If you do, then you need to contact your Sponsor or the Vox Support Team. You will be moved to the correct sponsor number; however, Vox cannot guarantee that commission calculations on purchases already processed under the incorrect sponsor number can be rectified 100%.
Q: How do I upgrade from Customer to Dealer?
A: Customer must login using their customer details. Once they have done so they can "Register as a Dealer" and in doing so purchase the dealer pack which is provided with the R500.00 incl VAT Dealer Sign Up Fee.
Thus: A once off membership fee of R500 is payable, thereafter R150 / annum
Product FAQs
Q: What size ADSL line is required?
To make use of Vox's ADSL Phone, an ADSL line is required -
A: A 384Kb ADSL line is the minimum requirement
Q: How much air time will I get with a 1 Gig cap?
A: If used only for the phone with no emails, attachments, downloads etc - it will give you approximately 4200min of call time!
Q: Do I pay less for an ADSL line from Telkom in my home than in my Office?
A: Telkom charge a different rate for home and office use for the physical line. Vox don't differentiate.
Q: If I register as a Vox Dealer do I automatically get a Vox ADSL Phone?
A: No, the Vox ADSL phone is not part of the Dealer Pack.
Q: How do I get paid from incoming calls? - Customers and Dealers
A: You get a R0.20c per minute rebate on every call from a Telkom number to the 087 No. and R0.40c per minute rebate from every call from a cell phone to your 087 Number. Your rebate will be reflected as a credit on your monthly bill. This credit has a Rand (ZAR) value. It is cash back, not club points or loyality credits.
Q: How do the VoIP rates compare to Telkom's existing rates?
A: Some of the rates are not competitive, eg local calls and off peak rates to Telkom hence the reason that we leave Telkom as a secondary provider on the phone. To dial via Telkom simply press *9 (star key; numeral nine) and the Green Call key. You can then listen for the Telkom dial tone to be sure before the number you wish to call
It is also difficult to gauge savings exactly as it depends on call patterns because of the minimum charges and billing methodology.
Roughly speaking on outbound calls the savings are as follows:
Telkom Local Calls - No savings
Telkom National Calls - 23%
Telkom Cellular calls - 15%
Telkom International Calls – 60%
Q: Does the phone belong to me and what does the upfront cost of R300 and monthly costs of R49 cover?
A: No the phone belongs to Vox Telecom.
The R300 covers VAT, commissions and logistical costs and is not refundable on cancellation.
The monthly charge of R49 covers VAT, depreciation, number rental and software license fees due per phone
Q: How long does it take to process my order?
A: Credit cards: Credit card payments are processed in real time.
Debit order: Debit orders are run daily. Orders will only be processed once the money has cleared in our bank account, up to 5 days, we then need 1 day for delivery.
Q: How soon can I expect my phone to be delivered?
A: Once payment is successfully received your order will be processed. Orders processed before 2 p.m. can expect delivery the following day (before 2.00pm in major centres and after 2 in outlying regions.) Orders processed after 2 p.m. will be delivered within 2 working days.
Q: What happens if Vox runs out of stock?
A: Your purchase will be put on back order and a phone will be reserved for you. As soon as we receive stock your order will be processed. Payment will only be required once we receive the stock.
Q: I have my own VOIP phone. Can I just get a Vox 087 number / Separate SIP Account?
A: Yes. For full details, please refer Vox SIP Accounts
Q: Is Vox Telecom the most competitive operator across the board?
A: Vox is committed to the Government's objective of reducing telecom costs in South Africa, we are going to do this by: Being a low cost operator;
Providing our customers with the freedom to choose and switch with Telco services where the latter have better packages; Insuring that we negotiate extremely competitive rates with Telkom's opposition to further encourage competition and to force Telco to reduce their prices;
Sharing the revenue derived on inbound calls with our customers;
Enhancing and extending the various packages we offer continuously:
Providing a business opportunity for our customers to share in the the profits derived from the services - Download the business opportunity from the Vox HomePage [1]
Bundling other services to cross subsidise the various services and equipment such as the phone.
Q: Is Vox's quality as good as Telkom
A: Vox prides itself in being able to bring Carrier Quality voice to its customers. Vox has invested extensively on core infrastructure and customer phones to ensure that our quality is at the highest standard possible and above 4 on the Mean Opinion Score. The Vox ADSL Phone also support high definition sound which means calls between Vox ADSL Phone bring you crystal clear audio when Hi Def Sound is enabled.
Q: What is the Mean Opinion Score
A: This is a standard measure of Voice quality used by all the International Telcos
Q: Is Vox's Quality Constant
A: No, unfortunately the quality is dependent on Telkom's ADSL network which does fluctuate occasionally in some areas but 98.5% of the time the quality is adequate to make a clear voice call.
Q: Can we use some other network like Wireless or WiMAX?
A: No, currently Vox's service has been optimised for Telkom's ADSL Network. Vox is currently researching other phones on other technologies like WiMAX, but the products are not consistent enough to launch to the market.
Q: If I am a Customer only, what is the best way of using Vox to save money?
A: Vox No. to Vox No. during Peak and Off-Peak hours Vox No. to International No. during Peak and Off-Peak hours Vox No. to Cell phones during Peak times Vox No. to National Telkom No. during Peak hours
Q: How expensive is it to phone Vox?
A: That depends on where the call is coming from; all calls from the Cellular networks will be priced at the standard cell phone charge, International networks are not connected at this stage. Other Alternative Service providers, like MWeb, will be priced as cheaply as possible and the cheapest will be Vox to Vox calls. Telkom, however, are charging R1.07 to phone a Vox No. which is substantially less than a cellular call and slightly more than a Telco to Telco National call, (but we believe this is an issue that their customers may take up with Telkom.) They can either switch to Vox or some other provider, or put pressure on Telkom themselves. We believe the natural competitive process will drive this down.
Q: Why are Telkom charging so much to phone Vox?
A: Telkom is listed on NASDAQ and the JSE and have a responsibility to their share holders to maximise their profits. It is therefore in their interests to fight off competitors like Vox in every way possible.
Q: What will happen if Vox's products become uncompetitive?
A: Vox's strategy is one of partnership with our customers and we will work together to improve the competitiveness of the product; switch to an alternate technology or provide a way for our customers to switch to another supplier. Vox does not hold customers to long term contracts unless it is a back-to-back with a 3rd party supplier.
Q: Will Vox be a disruptive threat to Telco?
A: No, in reality we are not an infrastructure provider and, as has been proven elsewhere in the world, the size of the market will increase dramatically as prices come down, and Telkom's revenue will probably increase as a result of companies like Vox. However, this will not happen without competition and we need the support of our customers to become strong enough to compete at all levels otherwise the status quo remains.
Q: Are Vox a First Tier Telco?
A: No, Vox is a hybrid Telco that leverages off 3rd party networks integrated into our own.
Q: How do I cancel my service?
Simply notify the Service Desk in writing, cancellations@voxtelecom.co.za who will organise to have the Vox Phone collected in its original packaging, and the service will be cancelled 30 days later.
Q: What are my fixed costs if I retain the Wireless Modem and Phone for International calls and Internet Access?
A: Your costs will be R49 per month.
