Account fraudulently closed - How to get help from Axxess?

LongDong

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Greetings MyBroadband, I am in need of advice, please.

We have had an ongoing battle with our fiber connection that has been migrated away from our ISP (Axxess) without our knowledge or request and are unable to get it reconnected.

What happened is that Axxess had apparently received an instruction that our account is being transferred to another ISP (Telkom) and ought to be closed. Axxess support is insistent that the request for early cancelation came from us (via Vumatel) and seem unable (or unwilling) to reverse or rectify this mistake. Our fiber is currently connected through Telkom somehow even though we do not have an account with them.

Below is a timeline of events:

6 Oct - Internet disconnected​
7 Oct - Axxess support contacted and informed us that an early cancellation had been requested​
10 Oct - Line was reconnected​
12 Oct - Line was disconnected yet again. Upon contacting Axxess support we were informed that the line was no longer with Axxess and to supply them with a picture of the CPE + object number.​
13 Oct - The line was reconnected and speedtest reveals that it is now a 20/10 mbs Telkom line. We suspect the line was incorrectly migrated to Telkom.​
- Axxess was again contacted but the response states that the line was migrated and to take up the degraded speed with our new ISP. There seems to be no understanding that we did not request a cancellation, migration, or have another ISP.​
- Axxess support asks us to send them an email with the object number requesting reactivation, and states the reconnection fee will be waived​
- Axxess states they have requested reactivation from vumatel and are awaiting feedback.​
14 Oct - We were contacted via whatsapp for installation of a new fiber line.​
- This is queried with Axxess as we don't need a new line. We receive no reply.​
18 Oct - Axxess informs us that Vumatel tried to contact us, but still ignore our query regarding the new line.​

It should be added that our experience with Axxess has thus far been exemplary, especially their customer service and support, making this experience rather unexpected. My best guess would be that perhaps the support agents do not understand the problem (as it deviates from their standardized scripted workflows) or they are unable to do anything about it (as this is a somewhat complex situation involving accounts, lines and billing, multiple different departments may be involved here).

In closing, we would like this matter to be resolved as a top priority. We do not want a new fiber line or CPE installed. We would also like the connection and fees for this month to be waived. However, after having struggled with Axxess support for so long, I feel this matter needs to be escalated to the appropriate level who has the power and motivation to help us. Does anyone have any advice as to how we may go about doing this, or otherwise have any advice on how to address this matter?

Please feel free to reach out with any further questions.
 
P.S. it must be said that i find it hilarious that even though we are not their customers, Telkom STILL somehow manages to &*#! us... xD
 
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