Axxess Telkom Sims - No Data Topup working

[Went_For_Beer]

@Captain Axxess Why does your status page show no issues but your support staff says there is a issue.

I tried to topup my Telkom sim, no connection. Spoke to support and they say there is a issues and there is nothing they can do, but yet you immediately take my money for the topup?

How is this fair practice.

Your support staff are basic users, I get the generic reset your router to default to resolve the issue

 

[DapperDanMan]

Do you have access?

No, I have Axxess.

 

[BCR]

@Captain Axxess Why does your status page show no issues but your support staff says there is a issue.

I tried to topup my Telkom sim, no connection. Spoke to support and they say there is a issues and there is nothing they can do, but yet you immediately take my money for the topup?

How is this fair practice.

Your support staff are basic users, I get the generic reset your router to default to resolve the issue

View attachment 1604720

I went through something similar with them a few years ago ; wasn't top-up related, though.

You can read more about it in the link I've posted + scroll up to see what the issue was :

https://mybroadband.co.za/forum/threads/axxess-fixed-lte-telkom.1125316/post-27353901

I've mainly linked to it as an example of getting no resolution via this forum or from Axxess' "Support" department.

Explaining the situation to their Accounts dept finally got a supervisor / manager involved, who if I recall, credited me (manually) with the data not automatically credited.

Suggest you try that route ASAP to avoid further, unnecessary delays - took me from early May to the 12th of that month in 2021 to get them to resolve it.

 

[Went_For_Beer]

I went through something similar with them a few years ago ; wasn't top-up related, though.

You can read more about it in the link I've posted + scroll up to see what the issue was :

https://mybroadband.co.za/forum/threads/axxess-fixed-lte-telkom.1125316/post-27353901

I've mainly linked to it as an example of getting no resolution via this forum or from Axxess' "Support" department.

Explaining the situation to their Accounts dept finally got a supervisor / manager involved, who if I recall, credited me (manually) with the data not automatically credited.

Suggest you try that route ASAP to avoid further, unnecessary delays - took me from early May to the 12th of that month in 2021 to get them to resolve it.

I did get ahold of an "account manager" who told me the same. Issues on Telkom side and they have no ETA on when it will be resolved.

Currently looking for another provider because "NO AXXESS" is useless

 

[Captain Axxess]

@Captain Axxess Why does your status page show no issues but your support staff says there is a issue.

I tried to topup my Telkom sim, no connection. Spoke to support and they say there is a issues and there is nothing they can do, but yet you immediately take my money for the topup?

How is this fair practice.

Your support staff are basic users, I get the generic reset your router to default to resolve the issue

View attachment 1604720

Hi there, we apologise for the inconvenience. We are currently experiencing delays with Telkom LTE top-ups. Our engineers are currently investigating with Telkom to resolve the issue. We apologise for the inconvenience caused.

Update: Telkom has resolved the issue, and you should be connected. The only thing is that we're currently experiencing delays with retrieving usage updates on Telkom LTE services. Our engineers are working on updating the usage as soon as possible.

 

[Went_For_Beer]

Hi there, we apologise for the inconvenience. We are currently experiencing delays with Telkom LTE top-ups. Our engineers are currently investigating with Telkom to resolve the issue. We apologise for the inconvenience caused.

Update: Telkom has resolved the issue, and you should be connected. The only thing is that we're currently experiencing delays with retrieving usage updates on Telkom LTE services. Our engineers are working on updating the usage as soon as possible.

Your usage update has never worked and I dont think you actually have anyone working on this. Axxess has been giving this generic message for over a year. How difficult is it to pull data from Telkom.

I will be moving my services because you give the same generic answers that your "support" staff does.

BTW @Captain Axxess I currently have just over 100 sims with you and spend roughly R40k a month with Axxess. You would think we are worth your time

 

[BCR]

Your usage update has never worked and I dont think you actually have anyone working on this. Axxess has been giving this generic message for over a year. How difficult is it to pull data from Telkom.

I think it works these days - opened many tickets with them on this issue - but with up to a 12 hour delay, which is obviously useless.

I use Telkom apps for what I believe to be up-to-date data usage figures - the one is no longer available in Google Play but if you use Android, search for "My Telkom" and download it to try.

Just checked usage on that app for my Axxess supplied Telkom SIM, and apart from a decimal point difference, the 2 apps agree with one another so I'm sure they're very accurate.

Didn't even need to sign in to that app for the figures to show up.

 

[BCR]

@Went_For_Beer

Otherwise :

onnet.telkom.co.za

... also works with not needing to login (even Telkom SIM in a router), but note the app / link not always online so you could experience occasional delays in getting usage stats.

 

[Went_For_Beer]

I think it works these days - opened many tickets with them on this issue - but with up to a 12 hour delay, which is obviously useless.

I use Telkom apps for what I believe to be up-to-date data usage figures - the one is no longer available in Google Play but if you use Android, search for "My Telkom" and download it to try.

Just checked usage on that app for my Axxess supplied Telkom SIM, and apart from a decimal point difference, the 2 apps agree with one another so I'm sure they're very accurate.

Didn't even need to sign in to that app for the figures to show up.

Not for me. This is what I see on all Telkom sims

 

[BCR]

Not for me. This is what I see on all Telkom sims

View attachment 1606086

Don't recall ever seeing that format for Axxess either online webpage login or through the app?

EDIT - could be for multiple SIMs, while I only have the one.

Not currently using a PC / laptop, but this is what mine shows currently in the Axxess app for total ; used to be able to click on it to display Anytime vs Night, Rollover, Top Up, etc breakdowns but they might have changed things or I must update app again.

 

[BCR]

On 2nd thoughts, I'd only trust using one of the Telkom (direct) methods, so once again, not worth it trying to get Axxess to do any more than they might have.

Axxess total currently shows I have 196GB while Telkom indicates 184GB odd ; inclined to think Axxess' figures stopped updating more than a week ago !

 

[Captain Axxess]

On 2nd thoughts, I'd only trust using one of the Telkom (direct) methods, so once again, not worth it trying to get Axxess to do any more than they might have.

Axxess total currently shows I have 196GB while Telkom indicates 184GB odd ; inclined to think Axxess' figures stopped updating more than a week ago !

We had an issue with usage updates, however, Telkom has sorted the issue and clients should have up-to-date usage info.

 

[Captain Axxess]

Your usage update has never worked and I dont think you actually have anyone working on this. Axxess has been giving this generic message for over a year. How difficult is it to pull data from Telkom.

I will be moving my services because you give the same generic answers that your "support" staff does.

BTW @Captain Axxess I currently have just over 100 sims with you and spend roughly R40k a month with Axxess. You would think we are worth your time

As we had mentioned previously, we had an issue with retrieving usage updates on Telkom LTE services, and our engineers worked with Telkom to sort out the issue, you should have the latest usage info for your services.
We apologise for your experience and appreciate your patience.

 

[BCR]

We had an issue with usage updates, however, Telkom has sorted the issue and clients should have up-to-date usage info.

As long as there are these other avenues open for checking usage "live" directly from Telkom, I'm personally fine with it, but might not be convenient for someone with multiple SIMs possibly in different locations.

Far as I remember, Axxess only update (from Telkom) once (twice at most) in 24 hours approx., so checking that way can become outdated quite quickly.