AXXESS Down - Again!

[joeyhza]

Many folk warned Afrihost/Axxess about going into business with MTN but they were adamant it was the right move.

I'm sure their bottom line has improved in terms of gross profit on accounts sold. The cancellations they do get from unhappy customers and loss of income is likely to be negated by improved margins.

Disappointing to say the least but just another business day shrouded in mediocrity and uselessness.

I think the telecoms sector is generally sub standard in SA but when you partner with what could be arguably the worst of a pathetic bunch what results do you expect??

EDIT: Will be interesting to see if capped clients that got disconnected yesterday and haven't been able to reconnect get compensated in some way. Afrihost has been doing a lot of this lately and I have been the beneficiary of over 100gb in the last 35 days. I do believe their offer is sincere and their approach to customer service top notch. Why they would partner with a service provider notorious for poor service is beyond me.

Hear! Hear!

Just tried calling yet again, just to try and get some sort of idea if/when they expect to be fully operational again. All I get is 'Sorry-The dialled number is busy'.

LMFAO - looks like Axxess even disabled their call answering service. PATHETIC!

 

[ToxicBunny]

Looks like I will be looking for a new ISP in the next few days...

Axxess are not doing to well lately, and they've just overcharged me for my account. Waiting for a response from their accounts department, but if I don't have one in the next 3 days I will be lodging a dispute on my credit card.

 

[squirrel]

Hear! Hear!

Just tried calling yet again, just to try and get some sort of idea if/when they expect to be fully operational again. All I get is 'Sorry-The dialled number is busy'.

LMFAO - looks like Axxess even disabled their call answering service. PATHETIC!

I'm busy trying to call to reverse the debit so I can move ISPs!

 

[AfricanTech]

Damn - I feel for the customer reps - hard to do you job when the infrastructure fails around you.

On another note, phew! - dodged a bullet there - so glad they 'managed' me so quickly (thanks DJ for raising the first alert)

 

[The Axxess Lady]

We felt it necessary to give our clients an explanation on the authentication issues we were experiencing on Monday. Authentication involves Axxess, Telkom and MTN and we are working with them to address this problem and to ensure that this is not a recurring problem. We've also implemented a workaround to address this.

We would like to apologise once again to the Axxess clients who were affected and thank you for your patience, understanding and on-going support.

Regards,

The Axxess Lady

 

[DJ...]

We felt it necessary to give our clients an explanation on the authentication issues we were experiencing on Monday.

/no explanation given

/sorry

Try again. And why does it take days for you lot to respond? You stated that you are "here at our beck and call"...

 

[HermanTheGerman]

No authentification probs on AH here. Never had. Their line is just going and giving me good service. Not as snappy and fast as back on IS but at least it's working somehow.

Oh, btw, my modem just lost connection a while ago, and when I called Telkom the line was busy. No rolemodel service from them neither, dontcha think? Anyway, sorted itself out and is back or normal.

 

[AfricanTech]

Try again. And why does it take days for you lot to respond? You stated that you are "here at our beck and call"...

Eish! DJ, you need to lay off the caffeine dude - if you keep bashing you're liable to be called out for trolling or end up in someone's killfile.

Reps here can only do so much - there is nothing they can do about the poor service provider that upper layers of management has chosen, and they certainly can't come onto a public forum and criticise their own management.

Jeez, next you'll be demanding that they post pictures of themselves in sackcloth and ashes while scourging themselves, chanting mea culpa, mea culpa with a gong and incense sticks in the background

I am grateful that you alerted me to their poor network with your original "managed" post and helped me avoid a bad experience.

 

[tcat]

We felt it necessary to give our clients an explanation on the authentication issues we were experiencing on Monday. Authentication involves Axxess, Telkom and MTN and we are working with them to address this problem and to ensure that this is not a recurring problem. We've also implemented a workaround to address this.

We would like to apologise once again to the Axxess clients who were affected and thank you for your patience, understanding and on-going support.

Regards,

The Axxess Lady

How about a website update or one that functions at times like these ?
How about a decent friendly answering service that Answers !! - or redirecting to a place where there is Some communication ?
How about shutting off that daft music on your answering system that keeps the caller hanging on forever ?
Who is the person responsible for this client comm failure ?

These testing times are the best opportunity to show your style -
In the field of crisis communication -you guys screwed up royally.


Your apology is feebly accepted - and this effort is still appreciated -
as for my patience, understanding and on going support - you will NOT have this if the above attitude in communication is not addressed.

Keep it simple - there will always be challenges - simply find a way to let your paying customers know when they Need to know,
not After the storm.

 

[DJ...]

Eish! DJ, you need to lay off the caffeine dude - if you keep bashing you're liable to be called out for trolling or end up in someone's killfile.

If you're going to state that you're going to "explain" something, then explain it. If you're going to state that you're "here at our beck and call" then be so. And especially don't shut down all communication when things go wrong. A simple acknowledgement beats ignoring your customers...

 

[Tango]

Been with Axxess since I moved to ADSL from My Wireless (2009). Was very impressed with the service and quality of the package that I was on (Uncapped Fibre 384 - R899). Believe me when I say I have downloaded TB's of data with them!!

Recently things seem to have changed.I have just started with the "online streaming'" of Netflix and the like. I was trying to get this to work without buffering/freezing of picture on my uncapped fibre account. Nothing worked. After speaking to the techies I opened another account with them to try solve the problem - no luck with that either. I was forced to look for another ISP to solve this issue.

The point I am trying to make is that I believe that Axxess do have a problem. Their service levels have taken a dive and the quality of the datta packages have done the same. I am seriously looking at moving all my business with Axxess over to Openweb.
Things seem to have gone all "pear shaped" with Axxess. Why stay with an ISP if you get a better service for the same amount of money?? It just makes sense to call it quits and move on me thinks. . . . .

It was great while it lasted Axxess, sorry to see you go - get your act together and maybe one day I will return.

 

[ToxicBunny]

Have moved to OpenWeb, and am much happier.. my internet connection is considerably less "iffy" now.