Axxess - Update

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axxess

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Dear Axxess Customers

As some of you may have noticed, Axxess now provisions bandwidth from Internet Solution for our main @axxess.co.za and @adsl realm.

Over the next few months we will be able to pass on the cost-savings of this exercise to you, our valued customers.

We apologize for not letting customers know in advance; this is a mistake on our part. We would like to also like to apologize for any inconvenience this may have caused to you and the fact that our switch board has been busy.

We have made provision to switch individual accounts back to SAIX if this is necessary in your case. Simply email us at [email protected] with the account(s) you wish to switch in the message body and use subject 'Switch to SAIX'.

The account-realm (suffix of the name) will change from @axxess.co.za to @axxess.co.za.s to indicate SAIX. Simply update the username on your router or PPPOE connection once you have received an SMS or ticket reply.

Please be aware that we have done extensive tests with IS bandwidth over the past 10 months and have been assured of the highest quality and support standards.

With immediate effect all @axxess.co.za accounts are now semi-shaped, which means that you will have the improved unshaped access after-hours. Also note that with immediate effect the pricing of semi-shaped accounts will be brought down to R59,-

Please note that reseller, local and unshaped accounts are not affected and will not be affected. Reseller accounts in the near future will have a voluntary switch-over and any future change of whatever nature will be announced well in the future.

Regards

Axxess DSL
 
Hey, thanks for the reply. Though I am not happy at all that my vouchers will be IS based. If you continue to sell them for R70, then I will definitely be changing who I buy top-ups from.
 
Does this apply to prepaid vouchers at Engen? i.e. do they now cost R59?
2nly when its unshaped is the traffic over fibre or satellite?(So we know what latency range to expect) Same question for shapped time period.
Is local Saix accounts still available?
 
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krycor said:
Does this apply to prepaid vouchers at Engen? i.e. do they now cost R59?
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No, all prepaid accounts are still R69.00 / R70.00 at ENGEN, Pick n' Pay and on the Axxess website. They are Semi-shaped now ver. shaped before.

2nly when its unshaped is the traffic over fibre or satellite?(So we know what latency range to expect) Same question for shapped time period.
Is local Saix accounts still available?
Click to expand...
It's over fibre 24/7. Not satellite.
 
smokey said:
Hey, thanks for the reply. Though I am not happy at all that my vouchers will be IS based. If you continue to sell them for R70, then I will definitely be changing who I buy top-ups from.
Click to expand...

You can get your voucher converted to SAIX bandwidth by emailing [email protected]

Just top-up your converted voucher with new ones and it will remain on SAIX.
 
Surely it would have been simpler to say all existing users on @axxess.co.za are SAIX based ie no affect to users and if you want to change an the default going forward will be @axxess.co.za.i
 
warwickw said:
Surely it would have been simpler to say all existing users on @axxess.co.za are SAIX based ie no affect to users and if you want to change an the default going forward will be @axxess.co.za.i
Click to expand...

I agree with you. Think we got it the wrong way round this time :o
 
lol

This is a response to my email I sent them saying they might wanna post something here, as there is a small riot amongst very unhappy Axxess users.

I do get the feeling that it is "too little too late" for many customers though,

but its a nice gesture.. :D
 
axxess said:
Yup. We got your ticket and now the post on the forum. :)
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@ axxess

Did we all miss some kind of notification that went out to all customers, or something in your website indicating this kind of change :confused:

Im lettin it go now... :D but just confuses me how something so big wasnt communicated
 
Well I shall be sending an e-mail and having my prepaid account converted back to SAIX
 
Well, thanks for the updates and information, a little bit on the late side :D but it took some balls to come and post here and admit to messing up. Kudos to you for that! While it doesn't undo the loss of trust it sure does go a long way to restoring some faith in what, until yesterday, was a brilliant ISP.
 
Please go to that display cabinet in your reception, you know the one where you display that nice award you just received, get a box put the award in it, and call your courier to come collect it and send it on to the runner up... I think you just switched positions. ;)

Honestly this is a major stuff up, production systems should not be played with like this, this should have been tested a new realm put in place and communicated with ample warning time.
 
Well since you are here, I might as well ask you one more thing. Why can;t I use vouchers to topup a 626 account. It's the only thing stopping me from getting one. Seriously, that sucks a lot.
 
smokey said:
Well since you are here, I might as well ask you one more thing. Why can;t I use vouchers to topup a 626 account. It's the only thing stopping me from getting one. Seriously, that sucks a lot.
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Hi smokey

I have passed that request onto our programmers.
 
axxess, in all honesty, surveying your customer base is the best bet to determine what they want and not what you think they want.

most people were happy with SAIX, wanted SAIX... and those who wanted IS, chose the option. Sure, cost savings bla bla bla bla.

NO Prior Notification of intention
NO Prior Survey of Customer needs & wants
NO Proper Planning for the switch-over (I'm sure your Techies love their weekends off, but people who use your service for business purposes lost out the last couple of days)

So can you tell me now WHY I should continue using Axxess as my ISP? Inconvieniencing your customers to manually ask for an account switch back to a service they paid for is just poppy cock. So what if they'll save R11?! It's their choice! Making that choice FOR them is a bit arrogant don't you think?
 
AcidRaZor said:
axxess, in all honesty, surveying your customer base is the best bet to determine what they want and not what you think they want.

most people were happy with SAIX, wanted SAIX... and those who wanted IS, chose the option. Sure, cost savings bla bla bla bla.

NO Prior Notification of intention
NO Prior Survey of Customer needs & wants
NO Proper Planning for the switch-over (I'm sure your Techies love their weekends off, but people who use your service for business purposes lost out the last couple of days)

So can you tell me now WHY I should continue using Axxess as my ISP? Inconvieniencing your customers to manually ask for an account switch back to a service they paid for is just poppy cock. So what if they'll save R11?! It's their choice! Making that choice FOR them is a bit arrogant don't you think?
Click to expand...

Excuse my ignorance, but why does everyone care so much? You now get semi-shaped for the SAME PRICE as shaped. People should be congratulating axxess.
Why would ANYONE want shaped internet instead? Am I missing something here?
 
ariopp said:
Excuse my ignorance, but why does everyone care so much? You now get semi-shaped for the SAME PRICE as shaped. People should be congratulating axxess.
Why would ANYONE want shaped internet instead? Am I missing something here?
Click to expand...

And who is covering my loss of income? WTF do I want to congratulate an ISP who fails to properly think through the logistics of a major change in their setup, fails to notify any of the customers of potential problems/down time and then when the wheels fall off, can't be bothered to answer the phone or sort out support tickets timeously?

I WANT SAIX NOT IS. I SIGNED A CONTRACT FOR SAIX NOT IS.

What do you fail to understand? It is really quite simple: if I want IS I will go directly to IS, who is Axxess to make that choice on my behalf and breach their contract with me?
 
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