Axxess has been a disappointer so far

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ejbengine

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It's almost three weeks and am still waiting to get my ADSL line.Apparently telkom messed up my order , but the service from Axxess in conveying that message has been appalling.I've had many promises that "we will call you back with an update" and as you might have guessed , no one bothers to call back!I'm totally disappointed because when I used to have an ISDN account with them a few years ago , their service was exceptional.

How's Web Africa?Right now I'm considering just canceling the application with Axxess because if they're shafting me in the rear like this before I even have a line with them , then what else is in store?
 
Hi ejbengine

Unfortunately the actual activation of the lines is still done by Telkom.
Turn-around times are usually fast, some within 24 hours, most between 2 - 3 days. Unfortunately some applications seem to take unacceptable long. We have seen a steady improvement over the last few months since the system was implemented.

However all this will not help you get your line active. Please PM me the telephone number that you require the ADSL service activated on and I will personally follow-up.
 
Nice to see a response from Axxess, was going to apply for a line through them when I move in a couple of months so be interesting to see how this turns out.
 
axxess said:
Hi ejbengine

Unfortunately the actual activation of the lines is still done by Telkom.
Turn-around times are usually fast, some within 24 hours, most between 2 - 3 days. Unfortunately some applications seem to take unacceptable long. We have seen a steady improvement over the last few months since the system was implemented.

However all this will not help you get your line active. Please PM me the telephone number that you require the ADSL service activated on and I will personally follow-up.
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I think everyone understands that the ISPs are still reliant on Telkom - but regular feedback to the customer is something that the ISP can, and should, do (even if it's just an email every couple of days to say "we're still waiting for telkom, but we haven't forgotten about you").

@ejbengine: I tried WebAfrica, couldn't even get a line through them as my exchange 'is not adsl enabled'. Went directly through Telkom, got the line without a problem - now using prepaid from axxess.
 
Cathryn said:
I think everyone understands that the ISPs are still reliant on Telkom - but regular feedback to the customer is something that the ISP can, and should, do (even if it's just an email every couple of days to say "we're still waiting for telkom, but we haven't forgotten about you").
Click to expand...

Agree. That is why I left Axxess. They just ignored me, ignored my emails, did not answer the phones and when I eventually did get hold of someone, they promised to call back which they did not do.
 
I remember when Axxess started out they were a small ,but very consumer friendly company.

With excellent service and support.

Maybe they now have so many customers and business that it's getting difficult to cope with all of them?
 
I am having a similar problem with another ISP.. Same excuse Telkom messed up order, yet according to Telkom nothing has been logged for my line
 
Axxess has really been going downwards lately, WA ftw! ;)
 
The self install option from Telkom worked great for me. Phoned on a Saturday morning, got told that I could fetch my modem on the Wednesday afternoon.
Try doing that and then get an ISP.
 
When I decided to apply for ADSL I thought go with Axxess for the conversion of the line thinking that they would have some miracle powers to put pressure on the old dracoon Telkom for a speedier conversion.

Glad I rather went the SIO route via Telkom applying at my local Telkom shop. Took 3 days.

I do however think it depends on where you are located and the availability of ports on the exchange.
 
If u do the SIO, u get to hear less stories. And the Telkom helplines are really not that bad, it's only when u go a bit off topic with the operators, that u get problems. I think they work off a "cheat sheet". It'll take u about an hour (if u read the instructions) to do it yourself once u have the modem.
 
Well I ordered my adsl line at the Telkom direct shop and took the SIO. I already have a landline so it’s just a simple conversion. This was on Monday. Phoned them on Friday and they said it will take 2-3 weeks but I have already been assigned a port on the exchange and there was some work done. So I would have to agree that it largely depends on your area. Hopefully it will be done in this week. 2-3 weeks for a self install is just ridiculous.

Some people say it faster to order thru you isp but reading post like these I disagree. Hopefully you get it sorted soon.
 
2-3 weeks for a self install is just ridiculous.
Click to expand...

On the bright side, not too long ago, this used to be 3 or 4 months.
Nowadays, people get upset if it takes longer than a week.
 
Yes that’s true, but we get used to the new standards set. If you read about all the guys that got their Adsl in 3 days it makes me angry to know mine will take so long. I’m just glad I don’t have to wait months instead of weeks for a line :D
 
Nice, Axxess have removed the price comparison (betweeen them and Telkom) of the 384 line + 1 GB completely :)
 
I use Axxess for my SAIX Local only account. Low prices (relative, or course). Great control panel. Instant activation/upgrades. Email and sms bandwidth notifications. Totally automated and painless. What more could you ask for?
 
Don't get me wrong, I was only upset about the R106 price difference comparison because it had been discussed a short while back with no changes made. I've been with Axxess since before I had my ADSL line (ja, I had too much faith in Telkom installing my line, so I paid for my ISP for a month that I did not use due to late line installation (My bad I know :p); plus I was uneducated with regards to prepaid. Anyway ;)) and I've never had a problem with regards to actual product service or customer service :)
 
No problem with axxess here as well, I would say they actually improved the last few months. I still have my line through Telkom, you seem to get better service this way on line faults.
 
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