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Axxess ISP is really useless
- Thread starter Terrebse6
- Start date
Crazy, I have the exact same issue as @Stuey74 .
I have even gotten hold of Frogfoot who told me Axxess didn't provide the necessary information to them when logging the fault, and so nothing is actually going to happen with the report.
Its been over a week of back and forth, and every screenshot / test has been completed.
Now to hear that the fault was not even logged appropriately, the service is so bad.
@Captain Axxess Whats going on with the support? Is your team going to leave this for another weekend before something happens?
I have even gotten hold of Frogfoot who told me Axxess didn't provide the necessary information to them when logging the fault, and so nothing is actually going to happen with the report.
Its been over a week of back and forth, and every screenshot / test has been completed.
Now to hear that the fault was not even logged appropriately, the service is so bad.
@Captain Axxess Whats going on with the support? Is your team going to leave this for another weekend before something happens?
The only department at Axxess that's ever managed to achieve an outcome for me (mostly positive, for ADSL in the past, and more recently, for LTE) is their Accounts.
Even though your issues are Support related, I suggest you write to their Accounts dept. - [email protected] - stating whichever channels you've tried, and as they've not worked, can they please escalate it to someone who'll bother doing something for you, and keep you informed (ie. either that person - try get a name, or Accounts themselves).
Strange as it may seem, the Accounts ladies do get back to you, as promised, or they did for me.
You might as well go outside & whistle into the wind, if you think you'll achieve anything constructive from their supposed support in this forum - it never did anything for me ; I think it could be a bot
That's funny, I have had account issues before and that was the same bad service.The only department at Axxess that's ever managed to achieve an outcome for me (mostly positive, for ADSL in the past, and more recently, for LTE) is their Accounts.
Even though your issues are Support related, I suggest you write to their Accounts dept. - [email protected] - stating whichever channels you've tried, and as they've not worked, can they please escalate it to someone who'll bother doing something for you, and keep you informed (ie. either that person - try get a name, or Accounts themselves).
Strange as it may seem, the Accounts ladies do get back to you, as promised, or they did for me.
You might as well go outside & whistle into the wind, if you think you'll achieve anything constructive from their supposed support in this forum - it never did anything for me ; I think it could be a bot
Now my ticket has been closed due to no response for 48 hours, I give up. Just have to carry on until I can figure out if it is worth it to move.
Indeed, tickets automatically closed.
Live chat's automatically close because the person is "checking" and never comes back.
I ended up spending ages on the phone with one of the night shift support, who obviously needed me to test everything all over again.
Still no real feedback on what is going on and then having actually gotten someone at frogfoot on the line, he confirms that while they have the fault logged, Axxess has neglected to send the required information.
The first level support are definitely not equipped to actually provide any help either, Axxess really needs to work on improving their support, even just down to basic professional tone.
Hi there, send me a DM with your account details and I'll look into the matter for you.
I’ve sent you my details.
I'm still waiting for the call you promised me.......again
Don't worry, it's not like the call actually helps.
I did get a call from a support agent around 8pm, who immediately asked me if we could do some tests of course.
After explaining that I have provided loads of tests etc, he said "Oh, ok.. let me speak with a supervisor and call you right back".
I obviously did not receive a call back.
Then on Saturday, the line miraculously went back to normal, with no communication from Axxess whatsoever.
And now finally we are back to where we started, the line is getting ~25% packet loss, ~4000ms latency to europe.
I've had enough and will definitely be cancelling my account.
I understand the ISP might not actually be able to fix it, it may be the line providers problem, but the lack of support is enough to warrant switching to someone else.
My line went dead twice last night, called in, can't do anything for me except log another call, which I doubt has been done as I have not receive the promised SMS yet. Line is all over the place today yet Vuma dispute this so nothing gets done. Tests done directly on the CPE show there is a problem, yet I have to prove this every single time I call in or want an update. Seems the ISP cannot get Vuma to do anything so I get put in a holding pattern of useless service and line. If I could go somewhere else I would.
My line is provided by FrogFoot,
I'm definitely not saying the providers are not also resisting reports of issues, but to be honest, regular contact and updates from Axxess Support would have made the world of difference here.
Unfortunately I have received more feedback requests to rate the support than I have received actual support contact.
I'm definitely not saying the providers are not also resisting reports of issues, but to be honest, regular contact and updates from Axxess Support would have made the world of difference here.
Unfortunately I have received more feedback requests to rate the support than I have received actual support contact.
I got an SMS now telling me my fault has been resolved. Some agent at Axxess replies to my ticket saying my that I am getting an average speed for my line it is a 1000 Mbps and I am getting around 320 Mbps. Also I must call in so they can show me how to do a proper test on my line, what the hell have they been telling me to do for the past 2 weeks? I have done everything they asked.
netstrider
Executive Member
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If I were in your position I would cancel and move on.
Only Vumatel available in my area, would love to ditch them right now.
netstrider
Executive Member
- Joined
- Nov 1, 2006
- Messages
- 5,680
- Reaction score
- 4,769
Your ISP isn't helping you. Either they are lazy or have no clout. Numerous examples of other ISPs helping customers resolve issues with FNOs.
Steer clear, no matter how cheap a service is. no matter how many times they are supposedly voted "isp of the year", none of that matters if your support is dogshit.
When advising people on which isp to select I always mention to stay away from Axxess. If me as a technical person has so much issues with their support then how is someone who has no technical knowledge supposed to be assisted by incompetent staff who just escalate the issue. No matter what you say its always, please do 4 speedtests with your machine directly connected to the ONT so we can log the issue with faults, now I'm not saying that step should be omitted but at least understand what the person is telling you in their mail, yes you're probably dealing with a hundred tickets a day but that's your job right? If you're going to do something do it properly.
If a company cannot even notify you as to what the issue is or a valid reason as to why its happening then you should really question why you are paying them money, rather spend that money with a company who deserves it.