Axxess fibre problems

SlowInternet

SlowInternet

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@Captain Axxess

I have fibre through Axxess and the fibre provider is Zoom. Since very early yesterday morning my fibre has been down. I logged a ticket, send an email and spoke to a consultant.

Later during the morning Axxess put up notice that there is a general problem in our area.

By yesterday afternoon I queried them again and was advised by the consultant that the issue has been resolved but my internet and a few other people still cannot connect.

The problem it seems is that the wrong IP address is assigned. I get the 169.xxx.xxx.xxx error with the IP.

Last night I spoke to a consultant again and was told that there is still some issues. She advised me that the issue can be remotely fixed by either Zoom or Axxess technicians. I was advised that the matter will be escalated.

This morning my internet is still down with the same problem.

Spoke to another consultant this morning and was advised that the issue still hasn't been escalated by the Axxess team and that the faults department doesn't work over weekends.

This now means I will be without internet for the weekend and in the meantime I must buy expensive mobile data to keep going.

How difficult can it be for them to fix a problem that can be remotely fixed? (according to several Axxess consultants)
 
  • Wow
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And all of a sudden the internet is working again after I complained. So maybe somebody decided to work over the weekend.
 
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And once again my fibre has been down the entire day. Apparently a fibre break again. This is now happening very often.

It is extremely frustrating.

Only other fibre provider in my area is Openserve.
 
SlowInternet said:
And once again my fibre has been down the entire day. Apparently a fibre break again. This is now happening very often.

It is extremely frustrating.

Only other fibre provider in my area is Openserve.
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If you have an alternative then why not switch?
 
SlowInternet said:
And once again my fibre has been down the entire day. Apparently a fibre break again. This is now happening very often.

It is extremely frustrating.

Only other fibre provider in my area is Openserve.
Click to expand...
Would take Openserve hands down. Recently on MFN not by choice but seems good so far.
Openserve never gave me issues over 5 years.
 
PBCool said:
If you have an alternative then why not switch?
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We only got fibre in December 2021 in my area. I presume that there is a 6 month period that I have to stay with Axxess before I can change/cancel.

My fibre is still down at this moment.
 
SlowInternet said:
We only got fibre in December 2021 in my area. I presume that there is a 6 month period that I have to stay with Axxess before I can change/cancel.

My fibre is still down at this moment.
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Unlikely switching FNOs though, have you asked Axxess?
 
I'm having some strange issues with my Axxess and Zoom fibre today. Speeds are up and down.

I tried a few speedtests and it shows that I'm connecting to Vodacom Business internet.

I double checked my connection and I'm connected to my Axxess fibre router and not any other router.

I'm currently not using any VPN or so that may affect the results.

https://www.speedtest.net/result/13145050878.png
 
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@Captain Axxess

My post quote from the IT discussion sub forum
I need some assistance, please.

I have fibre internet and the ISP is Axxess. The FNO is Zoom fibre.

Since Wednesday I'm having problems with my internet. It suddenly got very slow and when doing speedtests on different sites it says that I'm connecting to Vodacom Business and not to Axxess.

The IP on the speedtests shows as 105.247.167.152 Vodacom Business. My normal IP is 156.155.xxx.xxx

My laptop is connected to the Axxess fibre router. I disconnected any other devices that might be connected to the wifi like the cellphones, Mibox, Samsung tv, etc.

I'm using Win 10, the router is a Tenda Ac1200.

The TCP/IPv4 settings in windows is set to Obtain and IP address automatically and also Obtain DNS server address automatically.

I have rebooted the router and the ONT box and it made no difference.

When I login to the router it shows that my WAN IP is 10.0.0.132

The connection type is set to "Dynamic IP address" and the DNS settings is set to "Automatic"

Yesterday I spend 45 minutes on the phone with an Axxess consultant that just took me through the normal steps of connecting direct to the ONT box with the cable and doing an ipconfig /all that also showed that the Ethernet Adapter Ethernet IPv4 address is 10.0.0.149 and not the 156.155.xxx.xxx that it is suppose to be. DHCP server and Default gateway address shows as 10.0.0.254.

We did a releasing and renewing of the IP and it did not fix the problem.

I checked with my laptop, 2 cellphones, the wife's laptop and a borrowed laptop and they all show the same result that I'm connecting to Vodacom Business and not Axxess fibre and all speeds are very slow and the pings are high.

After the 45 minute call with the consultant he just said that there is nothing else he can do and that I must get a IT specialist to try and sort out the problem.

I will really appreciate if anybody can help me with a solution to this problem I'm having and will provide any other information required.
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Yesterday my fibre suddenly started working 100% again. It showed that I was connecting to Axxess fibre, my IP was the correct one and the speedtest were good.

This morning after 10am the internet was extremely slow again. I was struggling to open a webpage. I rebooted my router and once again it was showing that it is connecting to Vodacom Business and with the wrong IP address.

On Friday I spend 45 minutes on the phone with an Axxess consultant to fix the problem and then in the end I was advised by the consultant to get a IT Specialist to come and fix my problem because there is nothing that he can do.

I'm so tired to pay for this sub standard service that I am receiving.

Edit: Just spoke to somebody now that also has fibre with Axxess and Zoom and they are experiencing the same issues this morning.
 
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  • Wow
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Been on fibre with Axxess+Evotel since Wednesday and can say that Axxess support is all promises and no results. As soon as they say that someone will come back to you, know that the chances of that happening any time soon is low. One tip I can give to Axxess clients (Or Afrihost clients as they use the same DNS) is to definitely not use their DNS. You will have a much better experience using Google's (8.8.8.8 - 8.8.4.4).

In terms of speed - tests done 7pm on a Saturday:

Single connection speed to server in Londen -> 0.5 mb/s o_O
Single connection speed to server at ORACLE datacentre in JHB -> 5.7mb/s

Locally cache content (Netflix etc.) speed seems to be ok but as soon as you hit anything not in cache then speed drops to a crawl at peak times.
 
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Well in Northern Cape same drama, 5 tickets 4 support calls ''we will give feedback/let u know'' means REALLY nothing,did all the test and resets and mac address resets and what ever there was to be done, fault tickets lead to NOTHING yet 2 days back got bil to remind me to don't forget to pay for your WORKING FIBER, told them Good luck with that, losing connection badly yet no Tech dude came to my house or checked the line(i already did that my self) ISP is Axxess but using evotel fiber line, still waiting on those ENGINEERS(what a joke) to test/check the lines. going for 2 weeks now. Hope some Tech dude from my-broadband or any other ISP provider reads this...
 
I decided yesterday that I'm going to cancel my Axxess/Zoom fibre. It is just a mission to get problems resolved.

Decided to go with Afrihost and Openserve. Applied yesterday afternoon after 16h00 and to my surprise this morning 11H30 the guys from Openserve arrived at my premises to install the fibre. Within 45 minutes it was installed and activated. Now just waiting for Afrihost to deliver the router.

Now this is service I can get used to.
 
Well they keep closing my tickets and send SMS's fault is fixed, but yet nothing seems to work, so i just make new tickets and they just send more RANDOM agents to repsonde to the tickets doing every thing over again and again, my fiber was working for 3 months, now its just dropping me left and right they just keep telling me ping this reset that do this, did they send tech dude out yet ? NOPE still waiting on that 1, also made EVOTEL ticket hope that gets some attention...
 
@Captain Axxess pls help me or something, i will cancel this fiber,been battling Axxess up and down the lines support calls , tickets , and now even Evotel , yet u will deduct money from me ? for problem never fixed..
 
GreenHorns said:
@Captain Axxess pls help me or something, i will cancel this fiber,been battling Axxess up and down the lines support calls , tickets , and now even Evotel , yet u will deduct money from me ? for problem never fixed..
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Hi there!

Evotel is working with Axxess to see where the issue is here. We have been investigating whether or not our infrastructure is at fault and currently we do not see any reason to believe this. As more information becomes available we will be sure to communicate our findings to the community.

We are very sorry for these connection troubles, but if our infrastructure is at fault it will be rectified.
 
@EvotelZA
@Captain Axxess
This is what the test show Via evotel support ticket, but i still get intermittent disconnected, then back online again.

Could you guys maybe Get kathu Evotel to reconnect me to another Port or exchange to capetown or via another route to check whats going on.
Axxess is working with u guys yet i get nothing back positive
image(1).png
 
One thing I will note as the common denominator is that Axxess is the problem. i have been sitting for 15 days without internet with a so-called mac issue that Vumatel and Axxess cannot seem to fix. @Captain Axxess @Vumatel
 
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