Review Time
I had an extremely frustrating experience with VOXI that required over **two hours** of persistent effort simply to have a refund escalation and formal complaint logged — despite the issue being straightforward.
My number had already ported out and the VOXI service was no longer in use, yet a further charge was taken. Prior to leaving, the service itself had also been poor, with consistently unreliable signal.
When I contacted support, I repeatedly requested that the matter be formally escalated and recorded as a complaint. Agents refused or deflected this request multiple times, instead insisting the issue was already resolved or could not be treated as a complaint. This is not acceptable.
Under **Ofcom General Condition C4**, telecom providers must allow customers (including former customers) to make a complaint at any stage and must not make complaint access conditional on accepting a resolution or abandoning another request. Customers must also be able to escalate dissatisfaction about handling itself — not just the underlying billing issue.
Despite this regulatory requirement, I was told the matter could not be logged as a complaint while a refund request was in progress, and I had to repeatedly challenge this position for nearly two hours before VOXI finally agreed to register the complaint and escalate the refund separately.
No customer should have to argue for this long simply to access a provider’s legally required complaints process. This created unnecessary stress, wasted time, and undermined confidence in VOXI’s complaint handling.
The case has now been passed to VOXI’s Specialist Care team and I am awaiting outcome, but the difficulty in getting the complaint formally recognised was itself unacceptable and contrary to expected telecom complaint standards.
I hope VOXI reviews its chat support training and complaint-handling compliance so future customers are not placed in the same position.
I invited a friend and was told we would receive vouchers. They never arrived. Cue numerous chat exchanges over several weeks ending with the promise to ‘investigate’ and even a letter to customer services that was completely ignored. Voxi constantly advertise their rewards but if they’re not going to pay out then what’s the point. To be clear, this was not a one off error - my friend and I pointed out what had happened to customer services more than six times but we were constantly stonewalled.
I had a horrible experience with voxi mobile, I purchased a Google pixel 9 and a paid £10 monthly for voxi mobile, when I used the phone for 30 mins then phone started to overheat at the back side and I call the customer service for a full refund since i was under 14 days cooling off period, it took about 2 months for them to refund my money after putting a formal complaint to Vodafone,horrible experience, stay away
Nidhish was very helpful on the live chat after being transferred but the AI Chatbot. He was able to sort me with a roaming pass and personlised payment link when the Voxi website and Vodafone topup wasn't working.
Quick and easy service
We had issues with the SIM card not re-activating after using an eSim abroad. We contacted VOXI and asked to speak to a human and the operator named Sneha was very helpful.
I ordered a phone from a service, and it’s been stuck at the courier's depot for 9 days due to an unexpected issue. While it’s not the service's fault, my experience has been disappointing. I contacted them three times; the first representative claimed delivery was attempted (which it wasn’t) and assured me it would arrive the next day. When it didn't, I spent over 1.5 hours trying to resolve the situation. They told me to wait for another day or contact the courier, which seems impossible. Today, they informed me that my case has been escalated and I should expect to hear back in 7-11 working days. This means three weeks without the phone I’ve paid for. I can’t even log into my account to cancel since they sent a verification to the phone I haven't received. The representative I spoke with today said I just need to wait a bit longer. Thankfully, I didn’t need the phone for work, or I would have faced significant losses. If I could give zero stars, I would. I strongly advise against using this service!
I intended to use a SIM in a 4G/5G router to connect to my home security system, including cameras. Even with an active plan and available data, the connection has been nearly unusable for the past two days. My router app shows that both download and upload speeds drop to around 2 kbps, making it impossible to access cameras and security features remotely. While the internet is technically “active”, it is essentially non-functional. There is a lack of clear information regarding such severe speed limitations. This service is not suitable for routers, home internet, or security systems. A very disappointing experience.
The setup process was incredibly frustrating. I was on the verge of canceling until I finally reached an agent. I expressed that if they could resolve the issues, I would be willing to continue with the service. However, a month later, I received an email indicating that I had opted out of my plan, which I had not intended to do. Just five minutes later, I was disconnected without any prior notice to address the situation. I regret even starting this process and will be seeking alternatives in the meantime.
I initially chose this provider for its no-contract option, and I've now been with them for nearly four years, the longest I've ever stayed with a provider. The mobile signal has consistently been strong (though it may vary by location), and the pricing is quite fair without any surprise increases like I've experienced with other networks. The special offers are fantastic as well.
While I have no issues with the service itself, I am frustrated by the automatic upgrade from 12 GB (which I rarely fully utilize) to 45 GB. It's hard to understand how anyone not streaming movies constantly could need that much data. A £5 data pack with 3 GB per month would be more suitable for individuals like me!
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