Axxess uncapped MTN fixed LTE

@Captain Axxess I am experiencing as similar issue where my download speed is ok but my upload speed is bad. I have raised concern on a few occations with the support team. 1679164458483.png
 
My uncapped MTN pro has been working fine until 2-3 weeks ago. As per my previous post, speeds have been horrible. @Captain Axxess was contacted via the forum and a service agent contacted me to say that they will escalate the issue.

Since then there has been no feedback. DM to @Captain Axxess is unanswered since 3 days ago even though i can see that they have been online.

My speeds are now even slower than they were before and the connection is practically unusable with download speeds about 0.1 to 0.4 mbps. Upload speeds remain normal at around 40mbps, which to me indicates that i am being throttled even though i have only used about 100gb of data this month.

Sadly there does not seem to be any effort or urgency to sort this out even though i am paying for the most expensive lte package that they have and receiving speeds equivalent to an edge connection.

I would post a screenshot of a speedtest, but i literally can't even load the page before it times out.
 
Managed to do a test on mybroadband:

Ping: 28ms
Download: 0.29Mbps
Upload: 3.31Mbps

Just a reminder to all that i raised this issue 2 weeks ago and it has only gotten worse to the point that i can't even watch a youtube video with my supposedly super fast lte connection.
 
@notinterested sorry to hear about your bad experience, service from the Axxess Com-Centre has been slow to say the least. Their customer service consultants basically sends you circles until you basically give up. Clear there is some type of an issue in resolving customer issues @Captain Axxess what are your thoughts?
 
Strawberry_M said:
@notinterested sorry to hear about your bad experience, service from the Axxess Com-Centre has been slow to say the least. Their customer service consultants basically sends you circles until you basically give up. Clear there is some type of an issue in resolving customer issues @Captain Axxess what are your thoughts?
Click to expand...

Sadly i think you might be right. The goal seems to be to get you to sign on, give you decent speeds for a while then ghost you once there's an issue - this is the second lte connection that I have with axxess so I can see a pattern now unfortunately.

Rinse and repeat with the next customer.
 
notinterested said:
Sadly i think you might be right. The goal seems to be to get you to sign on, give you decent speeds for a while then ghost you once there's an issue - this is the second lte connection that I have with axxess so I can see a pattern now unfortunately.

Rinse and repeat with the next customer.
Click to expand...
What router do you have? If you have one of the huawei routers I would suggest getting the huawei band tool and just having a look if you aren't constantly changing towers.
 
Hello @notinterested

We have arranged for our Support Escalations team to contact you again in order to assist.
notinterested said:
My uncapped MTN pro has been working fine until 2-3 weeks ago. As per my previous post, speeds have been horrible. @Captain Axxess was contacted via the forum and a service agent contacted me to say that they will escalate the issue.

Since then there has been no feedback. DM to @Captain Axxess is unanswered since 3 days ago even though i can see that they have been online.

My speeds are now even slower than they were before and the connection is practically unusable with download speeds about 0.1 to 0.4 mbps. Upload speeds remain normal at around 40mbps, which to me indicates that i am being throttled even though i have only used about 100gb of data this month.

Sadly there does not seem to be any effort or urgency to sort this out even though i am paying for the most expensive lte package that they have and receiving speeds equivalent to an edge connection.

I would post a screenshot of a speedtest, but i literally can't even load the page before it times out.
Click to expand...
 
notinterested said:
My uncapped MTN pro has been working fine until 2-3 weeks ago. As per my previous post, speeds have been horrible. @Captain Axxess was contacted via the forum and a service agent contacted me to say that they will escalate the issue.

Since then there has been no feedback. DM to @Captain Axxess is unanswered since 3 days ago even though i can see that they have been online.

My speeds are now even slower than they were before and the connection is practically unusable with download speeds about 0.1 to 0.4 mbps. Upload speeds remain normal at around 40mbps, which to me indicates that i am being throttled even though i have only used about 100gb of data this month.

Sadly there does not seem to be any effort or urgency to sort this out even though i am paying for the most expensive lte package that they have and receiving speeds equivalent to an edge connection.

I would post a screenshot of a speedtest, but i literally can't even load the page before it times out.
Click to expand...
I was on the capped MTN package a while back and had the exact same issue. Still have a fault reference which was never followed up on. Cancelled and moved to Telkom LTE.
 
SHL said:
I was on the capped MTN package a while back and had the exact same issue. Still have a fault reference which was never followed up on. Cancelled and moved to Telkom LTE.
Click to expand...
Have you had better experience with them? Telkom directly or via an isp?
 
Excellent speed - Vlottenburg, Stellenbosch - Axxess 20mbps uncapped LTE. Also loving the TP-Link MR600 router with built in speedtest.

1679545369123.png
 
notinterested said:
Have you had better experience with them? Telkom directly or via an isp?
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Via Axxess. Yes there's definitely an improvement overall. No downtime during loadshedding and stable download/upload speeds during peak hours.
 
Rouxenator said:
Upload and ping a tad worse over the on the West Coast, but still usable.
View attachment 1496883
Click to expand...
Mine is the other way round.

This morning
0.5 download
About 40 upload.

Been like this for about 3 weeks now.

A support technician phoned me at 9pm last night (which is ridiculous in its own way) and did another sim reset with no improvement again.

He then sent me a form to complete so they can log a fault with mtn to check what's going on. No eta or expected turnaround time.

The form is clearly meant to be filled in by isp and not the customer. It requests technical info that I have no idea how to find. I've emailed axxess to ask where I am supposed to find this information. No response yet.

I'll post a screenshot of the form later. The fact that the customer has to jump through hoops to get help is pretty ridiculous.
 
SHL said:
Via Axxess. Yes there's definitely an improvement overall. No downtime during loadshedding and stable download/upload speeds during peak hours.
Click to expand...

How long have you had it for? Lte always seems to work well at first for a few months and then goes down the drain.
 
notinterested said:
How long have you had it for? Lte always seems to work well at first for a few months and then goes down the drain.
Click to expand...
Since Jan'23. I had the Mtn for close to 3 years but since mid 2022 it became unusable at times despite repeated fault logs so cancelled Dec'22.
 
mtn form.png


This is the ISP form that axxess expects you to fill in yourself which is clearly meant to be completed by them - requesting information like whether or not RICA is confirmed 'by file API' and whether the MSISDN is configured on the radius. This is not information that the average customer should know.

@Captain Axxess I have emailed customer service to request assistance with this form but have not received any feedback again.
 
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notinterested said:
View attachment 1497827


This is the ISP form that axxess expects you to fill in yourself which is clearly meant to be completed by them - requesting information like whether or not RICA is confirmed 'by file API' and whether the MSISDN is configured on the radius. This is not information that the average customer should know.

@Captain Axxess I have emailed customer service to request assistance with this form but have not received any feedback again.
Click to expand...
Don't bother. You will receive no feedback other than a reference number.
 
GhostShow said:
What router do you have? If you have one of the huawei routers I would suggest getting the huawei band tool and just having a look if you aren't constantly changing towers.
Click to expand...
Please what is the best Huawei router to use to get a strong signal? My signal stays at 1 bar but taking it outside gives me full bars. I use ZTE and was told my problem is router .
 
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