Staying in a Complex in Centurion.Our FNO is Metrofibre. So all Axxess clients access has been down for more than 48hrs. Judging from the complaints in our Whatsapp group ,the support from Axxess looks very pathetic. I'm basically enquiring on those clients behalf ,what is happening Axxess ?
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Axxess ISP support poor ?
- Thread starter itisdone
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XL1000
Active Member
I hope not as I have to move to Axxess for VOX. Axxess has near direct line to our servers in the USA.
Hi
What complex is this? With MetroFibre the whole Northern Region is on the same vlan for each ISP so it's usually unlikely to have only 1 complex down on MetroFibre.
Okay looks like you are right next to me. I'm at Ibon and Afrihost is working.
Can you dm me your FTTx number or account details so I can reach out to the Axxess team to see if we can get it sorted?
@AfriNatic I dm'd my Account to you as requested. Thanks
This shouldn’t be a question it’s a fact. Their whatsapp only operates Monday to Friday with a auto reply message to call their call centre which simply just keeps ringing.
So it’s impossible to get hold of any support afterwards, even though they claim to offer 24/7 support.
That’s false advertising if you ask me
So it’s impossible to get hold of any support afterwards, even though they claim to offer 24/7 support.
That’s false advertising if you ask me
Good evening RdeBruyn,
We appreciate you getting in touch with us.
We are terribly sorry for the inconvenience.
MetroFibre is aware of the situation.
We have also escalated the matter to our team for support.
Thank you,
My changes worked first time (a few months ago), but a stand alone house and FNO was Frogfoot.
Good morning Apogee,
We are terribly sorry for the inconvenience.
Could you please try to disconnect the router from the Optical Network Terminal(ONT), and then log into the router to change it to PPPoE? Please then try to reconnect and let us know if you were successful.
In the meantime - could you please provide us with you Axxess account number so that our escalations team can provide support?
Thank you,
We are terribly sorry for the inconvenience.
Could you please try to disconnect the router from the Optical Network Terminal(ONT), and then log into the router to change it to PPPoE? Please then try to reconnect and let us know if you were successful.
In the meantime - could you please provide us with you Axxess account number so that our escalations team can provide support?
Thank you,
dhedderwick
Member
@Apogee - exact same issue this side. Haven't had Internet Access since the 24th. Have spent about an hour on the phone with Axxess (mostly on hold), and have gotten nowhere but the same responses.
Waiting for them to "call me back", but we both know that isn't going to happen.
Now spending money on mobile data so that I can work - but Axxess was sure quick to send me their proforma invoice...
Waiting for them to "call me back", but we both know that isn't going to happen.
Now spending money on mobile data so that I can work - but Axxess was sure quick to send me their proforma invoice...
dhedderwick
Member
Hah! Just got an email from them:
"
This is in response to ticket: No Service, created on 2024-10-24 07:45:56
Please be advised that we have not received feedback from the NOC team as yet, as soon as there is we will communicate with you. We humbly apologize for the inconvenience caused.
Yours Sincerely,
<redacted> "
The ticket with the NOC team was supposed to have been logged on the 24th, suspect that it only got logged yesterday.
At least there is some feedback.
Not one to throw my toys at the drop of a hat, but we seem to be stuck in a loop where Axxess keeps on advising us to open the car's door to get inside when we complain that the engine is not turning over.
Are you in South Street by any chance?
Last edited:
dhedderwick
Member
Nope, in a different part of the country, Kariega!
dhedderwick
Member
So I have Internet back now.
I spoke to Unathi at Axxess and he confirmed that the issue was that the ONT had to be provisioned on MetroFibre's side. It had been escalated and it was completed about an hour later. There's many maybe's in this - I am relying on the information given to me by Axxess, and the fact that I got a MetroFibre reference number after my call begs the question of whether Axxess had originally logged the call or not.
Regardless, I am back online!
I spoke to Unathi at Axxess and he confirmed that the issue was that the ONT had to be provisioned on MetroFibre's side. It had been escalated and it was completed about an hour later. There's many maybe's in this - I am relying on the information given to me by Axxess, and the fact that I got a MetroFibre reference number after my call begs the question of whether Axxess had originally logged the call or not.
Regardless, I am back online!
Morning dhedderwick
We're glad to hear you're back online and we apologise for the inconvenience. If you have any further questions or need assistance, feel free to reach out. We're here to help!
Went_For_Beer
Expert Member
How this company is still in business is beyond me