[Axxess] 24/7 technical support? NOT!

[The_Assimilator]

I filed the following ticket with Axxess last Monday:

Hi,

My telephone line was hit by lightning at the beginning of November, which destroyed my modem. The modem was replaced by insurance at the beginning of December but since then I have been unable to connect to the Internet with either of my accounts - I receive an Error 651 ("the modem or other connecting device has reported an error").

I have encountered this error before and in all cases it was the line at fault, so I have had my line/modem tested by Telkom (no problem according to them) and also had my exchange reset, but the problem still persists. Please could you assist.

and I still have yet to receive a response. So much for the 24/7 technical support claimed by their website - they don't even offer 9-5 support!

And before anyone chips in with comments about the festive season - (1) if they say 24/7 they should provide it, (2) I've worked 40+ hours a week for the last 2 weeks, hence Axxess don't have an excuse for being useless.

 

[Thestealth]

Agreed dude. I'm not happy with them atm myself. They made wholesale changes to their local accounts and told no one. B@stards...

 

[milomak]

taking a week to respond is very shoddy.

though i have to add that i have given them a call at 2am before and they answered. this wasn't over the xmas/new year period though. have you given them a call to find out why they haven't replied to your ticket?

 

[The_Assimilator]

@Thestealth: yeah, been reading about their SAIX/IS debacle, am very thankful I don't have a local account with them!

@milomak: I'll do that if they haven't got back to me before the end of the day. I prefer to avoid phonecalls though... too many traumatic experiences with Telkom's ADSL fault reporting line...

 

[milomak]

@milomak: I'll do that if they haven't got back to me before the end of the day. I prefer to avoid phonecalls though... too many traumatic experiences with Telkom's ADSL fault reporting line...

this can't be that urgent a problem for you if you didn't call them after one day of them not responding.

 

[Schwartz]

It is defnantly 24/7 Call support. Rather phone, email gets you no where

 

[Jan99]

I don't know about their e-mail technical support, but I can really vouch for their 24/7 telephone support.

When I got my ADSL line in November I had a bit of trouble setting everything up, and made multiple calls to them in the late hours of the night. I always received friendly, helpfull and what is most needed, patient assistance.

So give the call centre a shot, my experience have been awesome!

 

[Schwartz]

I don't know about their e-mail technical support, but I can really vouch for their 24/7 telephone support.

When I got my ADSL line in November I had a bit of trouble setting everything up, and made multiple calls to them in the late hours of the night. I always received friendly, helpfull and what is most needed, patient assistance.

So give the call centre a shot, my experience have been awesome!

ya there call center it top notch.... at 3AM on New Years Eve I got home to find my account not working. Guess who helped

 

[MJ INC]

ya there call center it top notch.... at 3AM on New Years Eve I got home to find my account not working. Guess who helped

Had the same experience. Got home at 4am on the 1st of January, called as my line wouldn't connect and they had it fixed within 5 minutes despite my complete lack of coherence. I have heard they don't seem to reply to emails very quickly but the call center seems to be top notch.