Axxess won't upgrade line

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meowX

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Hi all

I put in a request to have my line upgraded from a 2mbps to a 10mbps with Axxess. After not seeing any change I asked them how long it would take and I was told that due to my SNR I can't get 10mbps and "probably" not even 4mbps. End of conversation. A little taken aback, I replied asking if there is anything I can do because I'm quite sure my area (Eldoraigne) is 10mbps enabled. I just wanted some suggestions because surely I can't just be stuck on 2mbps forever. I even asked if it's possible to be connected to a different exchange. Then I got another reply saying again that my SNR is the issue and only telkom can assist with another exchange. Again, end of conversation.

I want to ask any of you if this is fair and if I should simply accept the short replies from axxess and the "hard no"? Should they not at least have elaborated or found out more information for me? After all, I migrated my line to them so that I don't have to deal with Telkom ever again, but now I'm regretting my decision because it feels like I'm being held hostage by axxess. Why should I be contacting telkom about this issue?

Am I being unreasonable or is there anything that can/should be done by them?

Thank you for reading
 
You're not unreasonable in your expectation that you'd receive less terse replies, but you might well be boned on the essence of your query though. Attainable DSL speed is determined largely by the length of copper between yourself and the exchange, so if that's the limiting factor there's not much anyone will be able to do. There's pretty much no chance of being connected to another exchange, as that would entail rerouting of physical lines.

It's a different matter if you simply have a poor quality line, and your immediate neighbours are getting much higher speeds. Then you might have a case to make. :)
 
Thanks for your reply! My neighbour has a 10mbps line. Also, is there nothing that can be done about the SNR? Are my choices basically to be content and keep paying for a half broken 2mbps line forever or move to a new house? Like I said, I'm pretty darn sure Eldoraigne (Centurion) is 10mbps enabled. I'm just so confused right now
 
meowX said:
Thanks for your reply! My neighbour has a 10mbps line. Also, is there nothing that can be done about the SNR? Are my choices basically to be content and keep paying for a half broken 2mbps line forever or move to a new house? Like I said, I'm pretty darn sure Eldoraigne (Centurion) is 10mbps enabled. I'm just so confused right now
Click to expand...

If I were in your position I'd establish whether my neighbour and I are connected to the same exchange. If you are, and his line does sync at 10mbps, then you're likely looking at a physical issue on your line. SNR is a measure of line quality which is, as stated, largely a product of distance. However, anything from corroded copper to failing filters and a myriad other things can influence line quality. The good news is that you might have some leverage if you can verify the above, the bad news is that you'll probably need to deal with Telkom directly again if you hope to accomplish anything.

Corner the first Telkom technician you see on the road near your house, and explain the situation to him. He'll know whose door you need to knock down.
 
meowX said:
Hi all

I put in a request to have my line upgraded from a 2mbps to a 10mbps with Axxess. After not seeing any change I asked them how long it would take and I was told that due to my SNR I can't get 10mbps and "probably" not even 4mbps. End of conversation. A little taken aback, I replied asking if there is anything I can do because I'm quite sure my area (Eldoraigne) is 10mbps enabled. I just wanted some suggestions because surely I can't just be stuck on 2mbps forever. I even asked if it's possible to be connected to a different exchange. Then I got another reply saying again that my SNR is the issue and only telkom can assist with another exchange. Again, end of conversation.

I want to ask any of you if this is fair and if I should simply accept the short replies from axxess and the "hard no"? Should they not at least have elaborated or found out more information for me? After all, I migrated my line to them so that I don't have to deal with Telkom ever again, but now I'm regretting my decision because it feels like I'm being held hostage by axxess. Why should I be contacting telkom about this issue?

Am I being unreasonable or is there anything that can/should be done by them?

Thank you for reading
Click to expand...

What line stats does your router display?
 
Johnatan56 said:
What line stats does your router display?
Click to expand...
Thanks so much.
Here are my stats.

c58959a8e94d191d31af945052cf40e0.jpg


http://www.broadbandstats.co.za/exchange/TEDO03
 
Last edited:
I was in the same boat when I had my line at axxess, they told me I can only support 2mb at most. I queried telkom about it and they mentioned I can get 10mb easily.

So I moved my line back to telkom, and had it upgraded to 10mb, no issues.
 
blaaislaai said:
I was in the same boat when I had my line at axxess, they told me I can only support 2mb at most. I queried telkom about it and they mentioned I can get 10mb easily.

So I moved my line back to telkom, and had it upgraded to 10mb, no issues.
Click to expand...

This really makes me sad and now I regret having moved my line over. And I guess having axxess release it back to Telkom won't be an easy affair either. I don't understand why axxess are unwilling/unable to do it
 
meowX said:
Thanks so much.
Here are my stats.

c58959a8e94d191d31af945052cf40e0.jpg


http://www.broadbandstats.co.za/exchange/TEDO03
Click to expand...

Do you have line drops? Would you mind posting a tracert as well?
You have 4.8dB attenuation, with the new ASSIA system your line would drop if you were below 6dB.
You most likely have a line fault/its exposed to the elements as your attenuation is still quite good, should be able to achieve 10Mbps on the line.

Would you also mind checking if your line stats improve/change if you disconnect all the telephones/alarm system and connect the router directly into the wall (no filter)?

meowX said:
This really makes me sad and now I regret having moved my line over. And I guess having axxess release it back to Telkom won't be an easy affair either. I don't understand why axxess are unwilling/unable to do it
Click to expand...
Hopefully it's a line fault, but I wouldn't have moved you to a higher speed either.
 
Johnatan56 said:
Do you have line drops?
Click to expand...

Yes. Quite often I'd have to restart my router.

Johnatan56 said:
Would you mind posting a tracert as well?
Click to expand...

Tracing route to google.com [216.58.223.14]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 10.0.0.2
2 * * * Request timed out.
3 277 ms 309 ms 389 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
4 511 ms 518 ms 523 ms jhb-in1.ip.adsl.co.za [169.1.5.42]
5 113 ms 136 ms 152 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 404 ms 366 ms 406 ms 169-1-5-243.ip.afrihost.co.za [169.1.5.243]
7 570 ms 554 ms 250 ms 72.14.237.239
8 77 ms 73 ms 72 ms google.com [216.58.223.14]

Trace complete.

Johnatan56 said:
Would you also mind checking if your line stats improve/change if you disconnect all the telephones/alarm system and connect the router directly into the wall (no filter)?
Click to expand...

Currently it is connected directly.

Johnatan56 said:
Hopefully it's a line fault, but I wouldn't have moved you to a higher speed either.
Click to expand...

I hope so too. And I agree that they shouldn't have upgraded it because I understand the reason. It's just the lack of trying to assist me further or advise me that gets to me about Axxess. It was just like "Sorry, nope! 2mbps forever for you! lolz. K. Bye".
Shall I just report the line fault to Telkom as per usual? (Even though I don't quite understand why I have to do it since my line is now with Axxess and they should intervene on my behalf. That was my main reason for migrating the line to Axxess.)

Also, maybe @The Axxes Lady can give me advice?
 
meowX said:
Yes. Quite often I'd have to restart my router.



Tracing route to google.com [216.58.223.14]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 10.0.0.2
2 * * * Request timed out.
3 277 ms 309 ms 389 ms jhb-up3.ip.adsl.co.za [169.1.5.29]
4 511 ms 518 ms 523 ms jhb-in1.ip.adsl.co.za [169.1.5.42]
5 113 ms 136 ms 152 ms jhb-net1.ip.adsl.co.za [169.1.5.52]
6 404 ms 366 ms 406 ms 169-1-5-243.ip.afrihost.co.za [169.1.5.243]
7 570 ms 554 ms 250 ms 72.14.237.239
8 77 ms 73 ms 72 ms google.com [216.58.223.14]

Trace complete.



Currently it is connected directly.



I hope so too. And I agree that they shouldn't have upgraded it because I understand the reason. It's just the lack of trying to assist me further or advise me that gets to me about Axxess. It was just like "Sorry, nope! 2mbps forever for you! lolz. K. Bye".
Shall I just report the line fault to Telkom as per usual? (Even though I don't quite understand why I have to do it since my line is now with Axxess and they should intervene on my behalf. That was my main reason for migrating the line to Axxess.)

Also, maybe @The Axxes Lady can give me advice?
Click to expand...

Ask Axxess to open a line fault for you, you can also ask Axxess Lady to assist you.
 
meowX said:
Telkom fixed a few things. Here are my new stats. Looking better?
3e7d3deab82a0c5e6fb95ae43330345a.jpg


Now I'm just waiting to see if Axxess can/will upgrade it
Click to expand...

That was fast. Yes, you should easily be able to upgrade with those stats, assuming you don't have line drops either anymore.
 
Johnatan56 said:
That was fast. Yes, you should easily be able to upgrade with those stats, assuming you don't have line drops either anymore.
Click to expand...
Yeah, it was real fast! I got quick responses from Axxess to my complaint and Telkom responded to the fault really quick as well. Still waiting for the upgrade to happen *holds thumbs*

I never like being "that guy" who complains and kinda feel bad about it, but sometimes it's the only way :(

I'll let you know what happens. But, thanks for your help so far, Johnatan56!

Edit: Nope. Now I'm told to wait until next week
 
Last edited:
meowX said:
Yeah, it was real fast! I got quick responses from Axxess to my complaint and Telkom responded to the fault really quick as well. Still waiting for the upgrade to happen *holds thumbs*

I never like being "that guy" who complains and kinda feel bad about it, but sometimes it's the only way :(

I'll let you know what happens. But, thanks for your help so far, Johnatan56!

Edit: Nope. Now I'm told to wait until next week
Click to expand...

Probably to check if the line will remain stable.
 
Ask them to upgrade you to 10mbps. If the line is not stable, then ask them to downgrade you again. Its really one way you will know if things will be okay.
 
Axxess can not "upgrade" your line from 2-10. Telkom has to do that first. They have to plug you into another port or switch. Axxess can request that from Telkom, but Telkom will ultimately be in control of that. Once Telkom have upgraded your connection, Axxes can then charge you more for the 10meg line and manage it for you. So, in a way Axxess is not being unreasonable.

I had the same issue as I knew 10meg was available at my pozzie, but according to Axxess (info they get from Telkom), only 4megs was available. I got it sorted through the Telkom rep here.
 
I am with Afrihost. Also live in Centurion and was told for months my exchange does not support 4mbps and I will stay on 2mbps. I contacted Telkom and they advised that my exchange supports 4mbps. Still Afrihost said nope. I requested with them to move me back to Telkom. Just as I got home from work I received an SMS stating that my line has been upgraded to 4mbps and I have no line issues.

Just tell them to upgrade you anyways and see what happens. Afrihost/Axxess is same company anyways.
 
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