Axxess, without prior notification to their customers, changed to the IS backbone yesterday. My workshop connection was down for nearly an hour while I tried to sort out the problem.
Phoning their technicial support line (a premium call number charged at 99c/minute) resulted in being put on hold indefinitely. No recorded message was available to say what was happening. While I was on hold I was swamped with incoming calls from Axxess customers demanding to know why they were having connection issues.
I eventually redialed and chose a random option in the hopes of getting to actually talk to a person. I was told by Mark that the DNS server IPs had changed and he kindly give me the new ones. I didn't recognise them as being from the Telkom/SAIX groupings but was in too much of a hurry to ask questions. (Being in a hurry is going to cost me money today, believe me!)
After supper last night I discovered I could not send email. I had arrangements to go out and when I got home at about 22:30 I found I still could not send mail. I changed my SMTP sever to smtp.axxess.co.za from smtp.saix.net but was still unable to send. I phoned tech. support again, this time there is a message advising customers to change their DNS server settings but nothing is mentioned about mail servers. This is when I make the discovery that now I'm on the IS backbone! I duly change my mail server, and yes it works but man is it slow!!
This morning (07:00)I need to download software from AVG (there is a new version out for paid customers and I need to go and upgrade several installations). When we were on the SAIX backbone I averaged downloads of 40-50mbps. This morning I'm lucky to get 20mbps. Ok, I figured maybe it was just AVG, new version etc, server is busy. So I try some CNet downloads (CCleaner etc) again only 20mbps. I also need stuff from Malwarebytes.org - now I only get 15mbps. Each of these downloads was done individually and not concurrently and I know that I normally get approximately double that speed. As I sit here, I watch my download speeds get slower and slower with each download that I try.
I have several problems with what has happened at Axxess:
1. Axxess never bothered to inform customers that there was a change in infrastructure pending. No email, nothing!!
2. The change was done with maximum disruption to their customers
3. I am currently not impressed with the download speed which is significantly slower than when we were on SAIX. Surfing is pathetic - Genes Reunited page in the UK is taking nearly 10 minutes to load fully whereas before it only took 2 minutes max!
Come on Axxess, is this the way to treat loyal customers?
Phoning their technicial support line (a premium call number charged at 99c/minute) resulted in being put on hold indefinitely. No recorded message was available to say what was happening. While I was on hold I was swamped with incoming calls from Axxess customers demanding to know why they were having connection issues.
I eventually redialed and chose a random option in the hopes of getting to actually talk to a person. I was told by Mark that the DNS server IPs had changed and he kindly give me the new ones. I didn't recognise them as being from the Telkom/SAIX groupings but was in too much of a hurry to ask questions. (Being in a hurry is going to cost me money today, believe me!)
After supper last night I discovered I could not send email. I had arrangements to go out and when I got home at about 22:30 I found I still could not send mail. I changed my SMTP sever to smtp.axxess.co.za from smtp.saix.net but was still unable to send. I phoned tech. support again, this time there is a message advising customers to change their DNS server settings but nothing is mentioned about mail servers. This is when I make the discovery that now I'm on the IS backbone! I duly change my mail server, and yes it works but man is it slow!!
This morning (07:00)I need to download software from AVG (there is a new version out for paid customers and I need to go and upgrade several installations). When we were on the SAIX backbone I averaged downloads of 40-50mbps. This morning I'm lucky to get 20mbps. Ok, I figured maybe it was just AVG, new version etc, server is busy. So I try some CNet downloads (CCleaner etc) again only 20mbps. I also need stuff from Malwarebytes.org - now I only get 15mbps. Each of these downloads was done individually and not concurrently and I know that I normally get approximately double that speed. As I sit here, I watch my download speeds get slower and slower with each download that I try.
I have several problems with what has happened at Axxess:
1. Axxess never bothered to inform customers that there was a change in infrastructure pending. No email, nothing!!
2. The change was done with maximum disruption to their customers
3. I am currently not impressed with the download speed which is significantly slower than when we were on SAIX. Surfing is pathetic - Genes Reunited page in the UK is taking nearly 10 minutes to load fully whereas before it only took 2 minutes max!
Come on Axxess, is this the way to treat loyal customers?
