AXXESS LTE network problems and bad client service

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pharoah

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2019/07/01 - I buy the axxess 20Gb LTE service with Cell C as the network provider under axxess.
2019/07/26 - After almost a month of use I am very satisfied with the network performance and experience no issues in regards to latency and bandwidth.
2019/07/28 - (Give or take a day here) Suddenly I get massive packet loss problems ranging from 15 - 40% constantly, and can barely load a web page to create a support ticket. Eventually tried a speed test and I get 0.1mbps download and inconsistent 10mbps upload. I then proceeded to make the support ticket and they tell me to restart the router and move it to a different place in the house and tried everything I can, still no luck. Replied to the ticket multiple times with screenshots and still no response from axxess. I mainly use this data at night from 18:00 to 23:00 and since this issue its been almost unusable.

To close I am very disappointed, especially since no one is trying to help me with my problem from axxess side and am now considering just canceling my service entirely and then also having to pay a cancellation fee....
Any help or advice from anyone with a similar problem please assist. Thanks
 
Perhaps the tower you originally connected to has a problem, and the next tower takes you basically out of coverage?
 
pharoah said:
am now considering just canceling my service entirely and then also having to pay a cancellation fee....
Click to expand...

I don't know why people think they have to pay cancellation fees to companies who cannot provide the service they contracted to provide...
 
Meelperd said:
  1. How much data did you have left at this date?
  2. How much did your internet improve/recover since 2019/08/01?
Click to expand...

1. I still had about 2 gigs left.
2. Zero improvements still..

They have now replied to my ticket with a form to fill in for Cell C I think so they can have a look at it..
 
pharoah said:
1. I still had about 2 gigs left.
2. Zero improvements still..

They have now replied to my ticket with a form to fill in for Cell C I think so they can have a look at it..
Click to expand...
Please keep this thread updated on your progress. I'm looking for a service provider in swellendam that has decent LTE coverage. If this is the best service they can offer they will be scratched from my list. Is this LTE mobile or LTE fixed ?
 
OK update so far first hour of use today 18:00 onwards has been back to normal with no packet loss, about 4mbps download and 10mbps upload. I will update again in a couple of days. Axxess has escalated this problem to Cell C on their side according to support ticket.
 
Hi Guy's,
Just been reading this thread and I'd like to add a comment if you don't mind. I have also just taken a cell c package through axxess. I also have 3 Mtn packages with axxess. Axxess have generally been pretty good with all my Mtn connections and I'm now trialling cell c as they are much cheaper than Mtn. Cell c coverage in my area(Swellendam) is not consistent and although I'm not in their official coverage area I get a good signal with fair results. Cell C is shown as fixed lte with axxess in my case. I can't prove this but I get the impression axxess doesn't have the easiest of times dealing with Cell C. Perhaps give them a little time to resolve things. I too am interrsted inyour Cell C feedback, thanks:)
 
Donkey_hote said:
Hi Guy's,
Just been reading this thread and I'd like to add a comment if you don't mind. I have also just taken a cell c package through axxess. I also have 3 Mtn packages with axxess. Axxess have generally been pretty good with all my Mtn connections and I'm now trialling cell c as they are much cheaper than Mtn. Cell c coverage in my area(Swellendam) is not consistent and although I'm not in their official coverage area I get a good signal with fair results. Cell C is shown as fixed lte with axxess in my case. I can't prove this but I get the impression axxess doesn't have the easiest of times dealing with Cell C. Perhaps give them a little time to resolve things. I too am interrsted inyour Cell C feedback, thanks:)
Click to expand...
I'm sure you are aware that MTN now has fixed LTE coverage in Swellendam. However I also have seen an new fibre cable laid into town, this one has Liquid Telkom on the manholes and also runs to the exchange. Our ward councillor has this to say when I contacted him "... We had 2 companies make proposals to the mayoral committee and senior management but we are waiting for them to come back to us."

The contractor I spoke to said that this was a backbone cable and service providers should soon be marketing fibre in the town.

I suppose we can live in hope
 
So I get an email saying the sim will be delivered, I now get an email that is has been cancelled.

Cancelled by user with email Address : AUTO_UPDATE.

My god man.
 
Thanks for the feedback @Stalker. Yes I did notice trenches being dug all over the place and they have been at it for some time now. There were two large reels of fibre conduit outside telkom exchange last time I looked. My first thought was it is openserve but you say 'liquid telkom' are installing the conduit. can't say I've heard of them myself. let's hope Swellendam finally gets decent speed internet.
Two things that may be of interest. Firstly I noticed a junction box near the cannon monument with openserve labels. Secondly, I was told by an excited neighbour that his lightspeed connection was finally going to be installed. over two years he has been waiting. Unfortunately lightspeed only cover a tiny area of town.hopefully we'll get more feedback soon :)
 
Well what do you know ...Herotel are going to start laying FTTH ....here is a response from Breedenet I got today. They are planning to be live by the end of August ....Yippee

"....
Good Day,

The Fibre will be live in +- 3 Months time.
Install Cost R2250.00 Once off. Not sure if we are going to run promotion. Its still to early in the project.
"
 
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