Axxess ISP support poor ?

[Apogee]

Anyone have an explanation for this?

I have two clients that are offline at the moment - one for almost two weeks now at Axxess, and one that just lost connectivity this morning at Afrihost.

Both are using MFN.

The one at Axxess also shows that there was a small amount of data usage on the account in November, which is impossible seeing as there is no active PPPoE session on the router.

Are the status indicators purely aesthetical or do they really indicate when a router has successfully established a PPPoE session?

 

[Afrigirl]

Anyone have an explanation for this?

I have two clients that are offline at the moment - one for almost two weeks now at Axxess, and one that just lost connectivity this morning at Afrihost.

Both are using MFN.

The one at Axxess also shows that there was a small amount of data usage on the account in November, which is impossible seeing as there is no active PPPoE session on the router.

Are the status indicators purely aesthetical or do they really indicate when a router has successfully established a PPPoE session?

View attachment 1769871


View attachment 1769870

Morning.
Has the service been restored for your Afrihost client?

 

[Afrigirl]

Are the status indicators purely aesthetical or do they really indicate when a router has successfully established a PPPoE session?

The account status indicates whether your service is active or not; it is not linked to the line's performance.

 

[Cameron06]

Who else still having trouble connecting pppoe details? Engineers taking their own time

 

[Captain Axxess]

Who else still having trouble connecting pppoe details? Engineers taking their own time

Hi Cameron06

Would you like to privately share your account details with us so that our escalations team can have a look at your account and assist with any issues you are experiencing?

 

[dhedderwick]

Not even a month later and we're down again.

@Captain Axxess what is the point of having a helpdesk if all they're going to do is ask for a photo of the fibre box? I phone in, hey, Internets not working, the Service and Broadband lights are not on. They ask, can you send a photo - I say sure, can you give me a ticket reference to log the photo against? No - we don't have a ticket reference, use your control panel to log the call.

So why have a support number at all then? There's no internet, so it falls on me to find an internet connection so I can log the call even though I just phoned you? Who made these procedures?

So yeah - nice Saturday morning gift- no internet. And because it is an "operations" issue, that means a call logged with Metro Fibre, which means a 48h turn around time, which means I may as well and go make a sacrificial offering in the backyard hoping the gods of fibre deign to give me some connectivity.

I thought the whole change in connectivity was supposed to IMPROVE things?

 

[dhedderwick]

Not even a month later and we're down again.

@Captain Axxess what is the point of having a helpdesk if all they're going to do is ask for a photo of the fibre box? I phone in, hey, Internets not working, the Service and Broadband lights are not on. They ask, can you send a photo - I say sure, can you give me a ticket reference to log the photo against? No - we don't have a ticket reference, use your control panel to log the call.

So why have a support number at all then? There's no internet, so it falls on me to find an internet connection so I can log the call even though I just phoned you? Who made these procedures?

So yeah - nice Saturday morning gift- no internet. And because it is an "operations" issue, that means a call logged with Metro Fibre, which means a 48h turn around time, which means I may as well and go make a sacrificial offering in the backyard hoping the gods of fibre deign to give me some connectivity.

I thought the whole change in connectivity was supposed to IMPROVE things?

And now connectivity is back - so maybe those sacrifices worked - however, this concerns me as this is the same issue we had for two months before Metro "solved it" - random disconnects for anywhere between 5 minutes and 30 minutes.

Who can I speak to who can actually tell me what is going on and what we can do to resolve these dumb errors?

 

[Captain Axxess]

Hi @dhedderwick ,

We’re sorry to hear that you're not satisfied with our service. Would you like to privately share your account details with so that our escalations team can get in touch with you and explain everything in detail to you?

Thank you.