Axxess ISP is really useless

T

Terrebse6

New Member
Joined
Jun 26, 2021
Messages
7
Reaction score
3
Need some advise please

My Axxess line was installed roughly 7 weeks ago.
I have been struggling with this internet line now for around 3 to 4 weeks.
1st my call was closed as a "general fault" in my area and no feedback was received from Axxess. Then I was promised 2 weeks ago the call will be logged to Vumatel. Tonight I called again as I am really struggling to work from home on a 20meg line. The person advised that no call has been logged to Vumatel yet. As stated on numerous occasions the ONT (calix 801gv2) is overheating. The ONT is hot to touch after teams calls and multiple rdp sessions. I have now tried 4 different routers at a cost of around R4000 spent on this already! The ONT overheats and stops responding and my vpn then drops. I have to reboot the ONT for it to start responding again.

I have sent trace software report and get zero feedback except for please provide ping results.

I have logged 3 calls now for this line and each time they ask for ping results which I send them after they de-auth the line and connect the pc direct. 7 - 10% loss in 5min. My fortinet vpn keeps dropping and Axxess keeps closing the call without escalating it to Vumatel.

My new R3k ASUS router which is 5 days old cannot keep the line up either. Surely there is some legal path one can follow. For R1000 per month for a 20meg line, this service is shocking to say the least.
What are my next steps..?
 
Last edited:
For R1000 a month you should be getting a 50-100Mbps line, not 20.

That said, this is the kind of issues you usually run into when using Afrihost or Axxess. You basically have to do the technical work on your own. 90% of the time they will give you a scripted response like reboot your router, reset your rooter, etc.

The ONT is from Vumatel as far as I understand, so Axxess needs to get Vumatel to check what is going on.

@Captain Axxess can you check it out?
 
Terrebse6 said:
Need some advise please

My Axxess line was installed roughly 7 weeks ago.
I have been struggling with this internet line now for around 3 to 4 weeks.
1st my call was closed as a "general fault" in my area and no feedback was received from Axxess. Then I was promised 2 weeks ago the call will be logged to Vumatel. Tonight I called again as I am really struggling to work from home on a 20meg line. The person advised that no call has been logged to Vumatel yet. As stated on numerous occasions the ONT (calix 801gv2) is overheating. The ONT is hot to touch after teams calls and multiple rdp session. I have now tried 4 different routers at a cost of around R4000 spent on this already! The ONT overheats and stops responding and my vpn then drops. I have to reboot the ONT for it to start responding again.

I have sent trace software report and get zero feedback except for please provide ping results.

I have logged 3 calls now for this line and each time they ask for ping results which I send them after they de-auth the line and connect the pc direct. 7 - 10% loss in 5min. My fortinet vpn keeps dropping and Axxess keeps closing the call without escalating it to Vumatel.

My new R3k ASUS router which is 5 days old cannot keep the line up either. Surely there is some legal path one can follow. For R1000 per month for a 20meg line, this service is shocking to say the least.
What are my next steps..?
Click to expand...
@Captain Axxess
 
Yes I agree. Our complex is limited to Vumatel. I am running a download now and can see the line go de-auth then no internet connection. The last couple of times I have called them I get the same response. De-auth the router, run a ping… get 7 to 10% loss… They promise to log the call back to Vumatel. When I call in a day or two later then the ticket has been closed as they suspected a general fault in the area. I finally have a Vumatel ref this morning but I am not really expecting much from this response. I have now even replaced the fibre patch cable with a higher quality one with no change in results…


Jun 26 09:36:55 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:39:07 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:39:30 WAN Connection: WAN was restored.
Jun 26 09:42:48 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:42:49 WAN Connection: WAN was restored.
Jun 26 09:50:25 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:50:34 WAN Connection: WAN was restored.
Jun 26 09:51:38 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:51:39 WAN Connection: WAN was restored.
Jun 26 09:58:36 WAN Connection: ISP's DHCP did not function properly.
Jun 26 09:58:40 WAN Connection: WAN was restored.
Log from my router….

I didn’t even mention when Vumatel pitched here a month and a half ago to do the install, they did not even have a fibre patch cable with them. I gave them one of my old ones to use…
 
Last edited:
Never been a fan of cool ideas for something they did to me. Very unprofessional. I was the area champion here and they promised me they would offer a discount should fibre get deployed in my area (I have it in writing) but when it eventually happened (they probably thought it wouldn't work out) they came up with excuses not to fullfil the offer they made. No big deal on the discount but the fact that they found excuses not to fulfill it made me always avoid them.

But now that they are owned by AH that's even more funny.

I'm very happy with WebSquad. Wish I joined them earlier.
 
JOEY_8 said:
Never been a fan of cool ideas for something they did to me. Very unprofessional. I was the area champion here and they promised me they would offer a discount should fibre get deployed in my area (I have it in writing) but when it eventually happened (they probably thought it wouldn't work out) they came up with excuses not to fullfil the offer they made. No big deal on the discount but the fact that they found excuses not to fulfill it made me always avoid them.

But now that they are owned by AH that's even more funny.

I'm very happy with WebSquad. Wish I joined them earlier.
Click to expand...
Please PM me that so I can investigate?
 
Terrebse6 said:
Need some advise please

My Axxess line was installed roughly 7 weeks ago.
I have been struggling with this internet line now for around 3 to 4 weeks.
1st my call was closed as a "general fault" in my area and no feedback was received from Axxess. Then I was promised 2 weeks ago the call will be logged to Vumatel. Tonight I called again as I am really struggling to work from home on a 20meg line. The person advised that no call has been logged to Vumatel yet. As stated on numerous occasions the ONT (calix 801gv2) is overheating. The ONT is hot to touch after teams calls and multiple rdp sessions. I have now tried 4 different routers at a cost of around R4000 spent on this already! The ONT overheats and stops responding and my vpn then drops. I have to reboot the ONT for it to start responding again.

I have sent trace software report and get zero feedback except for please provide ping results.

I have logged 3 calls now for this line and each time they ask for ping results which I send them after they de-auth the line and connect the pc direct. 7 - 10% loss in 5min. My fortinet vpn keeps dropping and Axxess keeps closing the call without escalating it to Vumatel.

My new R3k ASUS router which is 5 days old cannot keep the line up either. Surely there is some legal path one can follow. For R1000 per month for a 20meg line, this service is shocking to say the least.
What are my next steps..?
Click to expand...
Hi there,

Please send me a DM with your account details. I would like to investigate what went wrong here :) . Thanks
 
Hi @Terrebse6

We don't often hear that the Calix ONTs overheat. This might be useful info: we have discovered that the Calix ONTs will revert to CPU forwarding for UDP packets in some cases - I believe it has something to do with how the hardware forwarding system handles four-tuple UDP logic. When customers do iPerf tests we ask that they use the '-l 1440' parameter to use 1440 byte blocks rather than full size packets. Try setting the mtu and/or mss a values lower for your VPN connections. I can't guarantee this will work, but you can experiment with iperf3 to see if you can notice the hardware vs cpu forwarding speeds.

iperf3 -4 -V -t 30 -O 3 -u -b 18M -l 1440 -R -c 196.10.98.214
iperf3 -4 -V -t 30 -O 3 -u -b 18M -l -R -c 196.10.98.214

196.10.98.214 = iPerf server at NAP Africa JHB

Then again, at 20Mbps, you probably will not notice a difference... maybe if you let the two tests run for a long time you can notice a temperature difference. We'd be keen to know your findings. Please email [email protected] if you discover the reason for your ONT overheating.

Sounds like you are on VumaVillages GPON. We can offer services on that network, but only in and around Cape Town + Winelands.
 
Thanks for the feedback. Vumatel was here today and the ONT tested faulty. Replaced the ONT with a new unit and promised to have it up and running by 17:00… now 21:00 and nothing. Internet is down! @Atomic Access - thanks for that. Unfortunately I am in Pretoria.
I give up with Vumatel and Axxess!
 
Terrebse6 said:
Thanks for the feedback. Vumatel was here today and the ONT tested faulty. Replaced the ONT with a new unit and promised to have it up and running by 17:00… now 21:00 and nothing. Internet is down! @Atomic Access - thanks for that. Unfortunately I am in Pretoria.
I give up with Vumatel and Axxess!
Click to expand...
If you go to fibre.internet.co.za/ does it ask for a username? I found this method to be quicker then waiting for the Vumatel tech sending the MAC address to Axxess for provisioning
 
Nope. Also get a 169...IP. So ISP DHCP cannot be contacted… spoke to Axxess support at 20:00. Lady said “I will contact the standby guy and phone you back at 21:00”. I phoned at 21:00 got a different agent and was told that the 1st agent lied to me as they have no one on standby…. Axxess is really pathetic.
 
Terrebse6 said:
Nope. Also get a 169...IP. So ISP DHCP cannot be contacted… spoke to Axxess support at 20:00. Lady said “I will contact the standby guy and phone you back at 21:00”. I phoned at 21:00 got a different agent and was told that the 1st agent lied to me as they have no one on standby…. Axxess is really pathetic.
Click to expand...
If you have a 169 IP when plugged into rhe ONT it too is broken or has lost its settings. If you have the installer's number phone them it will be quicker than dealing with Axxess tech support.
 
Good day, please provide me with your account number and contact number as well so I can get ne of our friendly support agents to call and assist you with this
 
Just going to add my 2c here, I have commented on various Axxess threads about this. My line is great, but the customer service is shocking. My line was upgraded on Friday night and my speeds are atrocious. Logged a ticket, no one responds. Send a pm to @Captain Axxess , no response. Used the chat, had to jump through hoops to prove it is the line, speed tests and screen shots, connect directly to the ONT and do the same. Chat gets closed. Call in, do the same again, send screen shots, get put on hold on call ended. I have no idea if anyone is going to actually decide the line upgrade caused an issue and fix it. If 5 devices, connected directly or via a router gives the same result then surely it is not a problem with setup?
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X