Axxess has been a disappointer so far :PART 2

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ejbengine

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Just when I thought my ordeal was finally over , I just got devastating news again.After receiving the order number and being told that all that was left was to go to www.telkom.co.za/verifyadsl.and do the verification which, needless to say, failed. Yesterday I then was told I was failing to connect because I didn't have a filter , which I went out ,bought and plugged to the phone.Still the ADSL LED on the modem continued flashing and no luck in the connection department.I called Axxess and talked to tech support and eventually walked away with a "You can call telkom and find out what's going on with your line" .W T F? Isn't Axxess responsible for sorting it out for me , since I'm their client?
In any case , why are the tech support guys sounding like they have no clue what my problem is?And the lack of enthusiasm?Whats with that?

Anyway , I called Telkom ADSL support and then the final revelation was made..."SIR YOUR ACCOUNT IS NOT ACTIVE AS THE ORDER HAS NOT BEEN COMPLETED".
After this I was transferred to another department that was suppose to tell me "when the jumpers would be set" , but that also proved to be another surefire way of guaranteeing a spike in one's blood pressure.Frothing on the mouth , I eventually gave up and put the phone down.

Now can anyone make sense of what's going on here?Axxess gives me the go ahead and that the line is working , all that's needed is just to verify and I should be online...then telkom tells me the line is not active and the order is not even complete...?
Should I just get my money back from Axxess and try perhaps Web Africa?

All I can see here is that Axxess is not the same anymore :mad: .This has to be the ultimate in shafting me in the rear.
 
To all current and prospective Axxess ADSL line customers:
We regret to announce that due to circumstances beyond our control
we will not be accepting any new line orders for the next 4 weeks this
will not affect any existing Axxess ADSL lines and line orders if you
have an order outstanding, we will be contacting you shortly.
 
Cybersmart got it done in a jiffy for a friend of mines :)
Even exchanged his modem free of charge
 
ejbengine - at the end of the day axxess places an order with telkom for your installation and are at Telkoms mercy to when they will get around to install it. I'm sure if Axxess had the ability to install your adsl line themselves it would be done already.

As for Axxess saying it was working - maybe they had some miscommunication internally or from Telkom that it was.
 
There seems to be a common misconception in this country. Telkom are the be all and end all in terms of internet connectivity, well not exactly but very close. The ISP's that are selling you ADSL are not 100% in control of what you are receving i.e they dont have DSLAM's in the exchange, they dont install the lines and you are not connecting to them.
All that they are doing is re-selling Telkom bandwidth and in the case of charging you a line rental bundle what happens is they pay the telkom line rental on your behalf and you get a single price paid for ADSL.

Where the problem comes in is that you may have a line problem and telkom will say phone your ISP, the ISP will say its a telkom issue(which it normally is) you as a client get pushed around in between the whole mess.

If we could get our useless communication minister to get off her high horse and realise she is plain stupid then maybe we will be able to get more lines landing here and just as importantly the unbundling of the local loop. That way ISP's will be able to actually prove services themselves and not rely on telkom.

So while its frustrating for the client its not really in the control of the ISP to fix, all they can do is provide good service and good pricing and bviously a large amount fo clout with their telkom account manager.
 
Same thing recently happened to a friend of mine when he signed up with Cybersmart...the techies at Cybersmart are absolutely shocking. I had to wait for 5 mins every time he had to read his little sheet to figure out what could be the problem...and everytime i had to reply with: "NOOOO I told you i did that already damit."
 
Rocket-Boy said:
There seems to be a common misconception in this country. Telkom are the be all and end all in terms of internet connectivity, well not exactly but very close. The ISP's that are selling you ADSL are not 100% in control of what you are receving i.e they dont have DSLAM's in the exchange, they dont install the lines and you are not connecting to them.
All that they are doing is re-selling Telkom bandwidth and in the case of charging you a line rental bundle what happens is they pay the telkom line rental on your behalf and you get a single price paid for ADSL.

Where the problem comes in is that you may have a line problem and telkom will say phone your ISP, the ISP will say its a telkom issue(which it normally is) you as a client get pushed around in between the whole mess.

If we could get our useless communication minister to get off her high horse and realise she is plain stupid then maybe we will be able to get more lines landing here and just as importantly the unbundling of the local loop. That way ISP's will be able to actually prove services themselves and not rely on telkom.

So while its frustrating for the client its not really in the control of the ISP to fix, all they can do is provide good service and good pricing and obviously a large amount fo clout with their telkom account manager.
Click to expand...

Well, for me the gripe is not based on any misconception about how the whole ISP -Telkom relationship works.I do understanding the problems at the big monopoly because I used to work there :) .If you read my initial post you'd realize what I'm complaining about is the fact that the ISP basically told my application had been completed and I was good to go (which turned out to be plain old fiction),the non-returning of calls, etc.That was my source of disappointment.
 
I gotta agree with ejbengine. When looking around for an isp, Axxess really stood out with great prices and promises of getting the line installed quickly but the reality has been shockingly different. At least with telkom i dont even try to get my hopes up, but with Axxess, you get through to them and everyone makes big promises to get your problem sorted out and to get back to your as soon as possible, but they never solve your problem or get back to you. I've been waiting for my line to be installed for close on 2 months now, even though they said it would done within 2 weeks (when i signed up that is, i see they have changed their tune now, thanks alot). Fun fun fun, seems like everyone involved in broadband in this country is shafting you...:(
 
yeah bad service from and ISP is their own fault, they are responsible for relations with their customers and the service related to that. I have used axxess twice for local SAIX accounts, but that was through the website and with a credit card so I cant really comment on their service.
 
axxess said:
To all current and prospective Axxess ADSL line customers:
We regret to announce that due to circumstances beyond our control
we will not be accepting any new line orders for the next 4 weeks this
will not affect any existing Axxess ADSL lines and line orders if you
have an order outstanding, we will be contacting you shortly.
Click to expand...

I just love the nice personal touch in that reply:rolleyes:


I'm currrently using axxess for DSL, their supports is bad but when it's working there isn't much to complain about.
 
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