Axxess 4G no service

[NelCapeTown]

Although I have fibre at home, my company provided backup power to enable me to work during loadshedding. Since it doesn't provide power to the fibre router entry point, I bought a 4G router and signed up for a Telkom product via Axxess. I've been paying for it since December even though I only really needed to use it these past few days when load-shedding returned in earnest.
My experience is that I will have a good connection and then suddenly it will go down to having only the slightest trickle of data. Incidentally - every time when that happens I go onto my 4G router and I see messages similar to the following from Telkom:



I have now spoken to their helpdesk and it appears as if they are taking it seriously. I've updated my ticket with all the additional information they required, so here's me holding thumbs that it will actually be resolved.

 

[RudderVator]

Although I have fibre at home, my company provided backup power to enable me to work during loadshedding. Since it doesn't provide power to the fibre router entry point, I bought a 4G router and signed up for a Telkom product via Axxess. I've been paying for it since December even though I only really needed to use it these past few days when load-shedding returned in earnest.
My experience is that I will have a good connection and then suddenly it will go down to having only the slightest trickle of data. Incidentally - every time when that happens I go onto my 4G router and I see messages similar to the following from Telkom:

View attachment 1268078

I have now spoken to their helpdesk and it appears as if they are taking it seriously. I've updated my ticket with all the additional information they required, so here's me holding thumbs that it will actually be resolved.

Telkom Mobile doing what it does best always some hoop to jump to use your data. Had a data sim with them in an iPhone and it became unbearable you have a signal and not roaming but cannot get any connection and receive a similar SMS to the above.

IMO the MTN fixed LTE sim would be way superior if they have backup power on the tower during load shedding that is an area MTN is lacking quite badly in.

 

[NelCapeTown]

• I don't know whether it would be any better to deal with Telkom directly, but it is now a week later and all that I get from Axxess "support" is arrogance and them implying that I don't understand how LTE works. I'm a software developer who has more than thirty years experience in IT. I started with dial-up internet and have been through every new technology as it became available. This morning I wrote a review on Hello Peter because it has now become beyond merely insulting.
  What makes it even more distressing is the fact that when you look at their website it says that the customer comes first. They are customer-centric. And while they are telling me that LTE speeds cannot be guaranteed during load shedding, they are promoting a pocket router which they're selling as the means to have uninterrupted Internet during load shedding. The reality gap between what marketing department is selling and what you actually get is almost criminally wide.
  They don't read my messages and they don't look at the attachments. The second time when they asked me to send three speed tests, I ran the speed test that they accept 3 times and made a screenshot of all three tests together with nice additional stats like the maximum speed, the average speed, etc. In addition I sent them another screenshot of the message as it was displayed on my router from Telkom informing me that my Internet had been "paused."
  They replied that the ticket could not be actioned since I sent them 2 speedtests and they require 3. So clearly - instead of looking at attachments, they merely count them and then report back. This is what makes me frustrated.

They say that Telkom doesn't "pause" internet, but refuse to acknowledge or address in any way the SMSs that I have sent to them which shows that they clearly do.

• They refuse to asknowledge that the problem is not some setup with my router or anything technical on my side, but the fact that my speed only becomes unworkable when I receive a message from Telkom telling me my internet has been "paused."

 

[DS_]

I have Axxess mobile data package (MTN). Very similar issues. I keep loosing the connection, it takes time to reconnect. Impossible to watch YouTube on a minimal settings. I am loosing the battle with their support - Looking for another ISP.