I just want to rant. Apologies if it sounds like waffling.
I wanted to sign up with Axxess but have had a hell experience. Now I need to cancel but I will have to cancel my ADSL line first with Axxess which effective cancel date is only the end of June and then apply for it again at another ISP, so I'll end up a month without ADSL
Here is how it started
Telkom was supposed to install a new line on the 28th of May.
Me thinking they installed the line on the installation date I then apply for a uncapped 4Mbps DSL combo option from Axxess website.
However i found out from Telkom they haven't installed it on the planned date and it isn't installed up to this date due to scheduling issues.
Axxess themselves can't create a DSL portion as the line isn't connected to the exchange seeing the line was never installed and they get an telephone line is suspended from Telkom.
Axxess inform me of this and tells me I should contact them again when Telkom resolves it since Axxess can't resell a DSL line Telkom never created. This is where it goes pear-shaped. Axxess accounts decide to go full retard and instead of withholding the combo since Axxess support can't get the ADSL line from telkom, decide to add me separately for an ISP account and ADSL line and charge me separately for the ISP account using the non combo price of R325. This is despite me not having a Telkom activated phone line nor ADSL line.
Then it gets weirder. From my understanding Axxess bills the 1st of every month for the month for R325. I clearly selected a combo package for R499 but instead I am billed for an ISP account I could and never used and after 3 days got suspended on the 1st of June because of non payment. According to Axxess support billing is on the 1st of the month. Since I never paid I got suspended. I then ask myself if it is prepaid and suspended on the same day how the hell can I be billable for a full month uncapped account when it is active 0 days. If it is postpaid how can they charge me R325 for 3 days.This makes no sense but trying to explain it to Axxess via support tickets is like talking to a wall.
Logging 4 tickets without anyone even attempting to look at the situation I realizes Axxess support are useless as they just say I owe that amount and my account will be made active from suspension as soon as a pay.
Fine then. Since it is the ISP account only I'll just apply for a combo from another ISP and worry later about taking Axxess on using the CPA.
So I contact Axxess support and ask them to cancel the service since I never asked for an ISP account on its own.
They insist I cancel it in the Control Panel myself
On the control panel I have the following products
Uncapped (1): ADSL Uncapped 4Mbps
DSL Line (1): ADSL Line up to 4Mbps
DSL Combo (0): nothing listed.
This proves they split my combo deal into two separate products. Charging me for the individual price for the ISP part by I assume precharging me for ISP for June even though it was immediately suspended for non payment on the 1st of June.
Since no combo is listed I have to cancel two separate parts
ISP part
Created: 2015-05-28
Suspended: Non Payment 2015-06-01
Next Renewal: 2015-07-01
Service Cancellation
Your service is scheduled to be active up to: 2015-06-30
Then the ADSL part.
At least they are not charging me for it on the invoice. This I understand since the line at Telkom doesn't exist. Still it is listed.
So I cancel the ADSL part which is also effective for another 30 days.
our service is scheduled to be
active up to: 2015-06-30
I contact Axxess support asking how they can bill me for 3 days of uncapped 4Mbps account for R325 which I can't use because I don't have a DSL line and then suspend the account for non payment. Even if I could use the ISP account,R325 for 3 days would be ridiculous. I just get generic robot answers "billing is on the 1st".
I ask them 3 times to answer if their billing is postpaid for the previous month or prepaid for the month ahead. Separate support staff are UNABLE to answer this question.
I then asked how they can sign me up to an ISP account only when I selected the combo product. Then said is because i selected the ISP account and not a combo. I have no proof I didn't select it since it is an online click.
Must I use a video recorder on my PC screen FFS.
I logged 3 other support calls on Tuesday and Axxess support just copy and paste answers much later the next day without reading my question and tell me I have been suspended for non payment.
I want to tear my hair out. It is so frustrating speaking to these people. They cannot communicate and definitively make no effort to read my tickets accurately. I wish that company would just crawl under a rock and die. I never want to contact them again. I wish I never came across them. I hate dealing with people who just don't listen and are hardheaded to a flaw.
Also Axxess tax invoice is a joke. It doesn't specify if it is for June data or May data. It just has a printed date. Axxess support have no clue that I need Uncapped for which month, tax date, due date which i need for tax and claims purposes. All I ask is a tax invoice like other ISPs.
Also the Axxess website is so cumbersome and super slow even in Chrome. I look at the source code and see they aren't even minifying their javascript files and even have huge blocks of the javascript in the html itself. I am sure there are more reasons why the site is super slow but I don't have time to look at it.
Having got to know Axxess I have a suspicion when Telkom eventually installs my line Axxess will claim it worked all the time and start billing me for it despite then suspending the ISP account due to non payment from 1 June.
I wanted to sign up with Axxess but have had a hell experience. Now I need to cancel but I will have to cancel my ADSL line first with Axxess which effective cancel date is only the end of June and then apply for it again at another ISP, so I'll end up a month without ADSL
Here is how it started
Telkom was supposed to install a new line on the 28th of May.
Me thinking they installed the line on the installation date I then apply for a uncapped 4Mbps DSL combo option from Axxess website.
However i found out from Telkom they haven't installed it on the planned date and it isn't installed up to this date due to scheduling issues.
Axxess themselves can't create a DSL portion as the line isn't connected to the exchange seeing the line was never installed and they get an telephone line is suspended from Telkom.
Axxess inform me of this and tells me I should contact them again when Telkom resolves it since Axxess can't resell a DSL line Telkom never created. This is where it goes pear-shaped. Axxess accounts decide to go full retard and instead of withholding the combo since Axxess support can't get the ADSL line from telkom, decide to add me separately for an ISP account and ADSL line and charge me separately for the ISP account using the non combo price of R325. This is despite me not having a Telkom activated phone line nor ADSL line.
Then it gets weirder. From my understanding Axxess bills the 1st of every month for the month for R325. I clearly selected a combo package for R499 but instead I am billed for an ISP account I could and never used and after 3 days got suspended on the 1st of June because of non payment. According to Axxess support billing is on the 1st of the month. Since I never paid I got suspended. I then ask myself if it is prepaid and suspended on the same day how the hell can I be billable for a full month uncapped account when it is active 0 days. If it is postpaid how can they charge me R325 for 3 days.This makes no sense but trying to explain it to Axxess via support tickets is like talking to a wall.
Logging 4 tickets without anyone even attempting to look at the situation I realizes Axxess support are useless as they just say I owe that amount and my account will be made active from suspension as soon as a pay.
Fine then. Since it is the ISP account only I'll just apply for a combo from another ISP and worry later about taking Axxess on using the CPA.
So I contact Axxess support and ask them to cancel the service since I never asked for an ISP account on its own.
They insist I cancel it in the Control Panel myself
On the control panel I have the following products
Uncapped (1): ADSL Uncapped 4Mbps
DSL Line (1): ADSL Line up to 4Mbps
DSL Combo (0): nothing listed.
This proves they split my combo deal into two separate products. Charging me for the individual price for the ISP part by I assume precharging me for ISP for June even though it was immediately suspended for non payment on the 1st of June.
Since no combo is listed I have to cancel two separate parts
ISP part
Created: 2015-05-28
Suspended: Non Payment 2015-06-01
Next Renewal: 2015-07-01
Service Cancellation
Your service is scheduled to be active up to: 2015-06-30
Then the ADSL part.
At least they are not charging me for it on the invoice. This I understand since the line at Telkom doesn't exist. Still it is listed.
So I cancel the ADSL part which is also effective for another 30 days.
our service is scheduled to be
active up to: 2015-06-30
I contact Axxess support asking how they can bill me for 3 days of uncapped 4Mbps account for R325 which I can't use because I don't have a DSL line and then suspend the account for non payment. Even if I could use the ISP account,R325 for 3 days would be ridiculous. I just get generic robot answers "billing is on the 1st".
I ask them 3 times to answer if their billing is postpaid for the previous month or prepaid for the month ahead. Separate support staff are UNABLE to answer this question.
I then asked how they can sign me up to an ISP account only when I selected the combo product. Then said is because i selected the ISP account and not a combo. I have no proof I didn't select it since it is an online click.
Must I use a video recorder on my PC screen FFS.
I logged 3 other support calls on Tuesday and Axxess support just copy and paste answers much later the next day without reading my question and tell me I have been suspended for non payment.
I want to tear my hair out. It is so frustrating speaking to these people. They cannot communicate and definitively make no effort to read my tickets accurately. I wish that company would just crawl under a rock and die. I never want to contact them again. I wish I never came across them. I hate dealing with people who just don't listen and are hardheaded to a flaw.
Also Axxess tax invoice is a joke. It doesn't specify if it is for June data or May data. It just has a printed date. Axxess support have no clue that I need Uncapped for which month, tax date, due date which i need for tax and claims purposes. All I ask is a tax invoice like other ISPs.
Also the Axxess website is so cumbersome and super slow even in Chrome. I look at the source code and see they aren't even minifying their javascript files and even have huge blocks of the javascript in the html itself. I am sure there are more reasons why the site is super slow but I don't have time to look at it.
Having got to know Axxess I have a suspicion when Telkom eventually installs my line Axxess will claim it worked all the time and start billing me for it despite then suspending the ISP account due to non payment from 1 June.
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