Bad experience with AXXESS

S

scymitar

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Feb 18, 2008
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:mad:

On Friday I discovered that my login to AXXESS would not authenticate, no worries, my account is paid up, December bandwidth is paid for, nothing owing. So I emailed AXXESS customer support, they should have me back up in no time. No reply all day Friday. Email them on Saturday, a slightly more irate mail - I copy all the departments, maybe someone will listen. No reply on Saturday, Sunday, or Monday. Very upset, no internet. I email them on Monday, listen guys, get it together! No reply. Tuesday I tell them to reimburse me as I haven't touched my bandwidth, and to cancel my account. No reply. It's now Wednesday. No reply.

I might add, this is the second time I have had such an experience with AXXESS.
 
That sucks. Maybe they aren't getting the emails? Try calling them - you will probably get a speedier response. I hate it went companies don't respond to email support or email queries.

C'mon Axxess! Get it together!
 
the email might not even be reaching them. or its tagged as spam. always phone first, use email for complaining to upper management when you have their details.
 
Email is just as bad as snail mail! Just pick up a phone and call them... I have had a few hiccups this month and a 5 minute phone call always fixes the problem!
 
Had the same problem Friday evening, after calling them, they sorted it out in about 30 seconds, would recommend calling them first to get the problem sorted out as well.
 
scymitar said:
:mad:

On Friday I discovered that my login to AXXESS would not authenticate, no worries, my account is paid up, December bandwidth is paid for, nothing owing. So I emailed AXXESS customer support, they should have me back up in no time. No reply all day Friday. Email them on Saturday, a slightly more irate mail - I copy all the departments, maybe someone will listen. No reply on Saturday, Sunday, or Monday. Very upset, no internet. I email them on Monday, listen guys, get it together! No reply. Tuesday I tell them to reimburse me as I haven't touched my bandwidth, and to cancel my account. No reply. It's now Wednesday. No reply.

I might add, this is the second time I have had such an experience with AXXESS.
Click to expand...

Wow, you're patient. Email is way too slow for me and I only use it when I need a written record of something. For everything else, nothing beats the old telephone. K@king someone out in an email just isn't the same.
 
If they received your emails then that is extremely bad form from them.

That being said, I would agree with the above posters that try giving them a call.
 
Life Rule no.1: Dont ever email and expect stuff to happen, phone speak to a consultant and verbally convey your msg and have some assist while you are on the phone.
Ive used axxess for years without issue, one of the only companies ive never had problems with. their support is top notch, when you call that is, ive never tried emailing..
 
till what time in the evening can I phone them, have been having the some problem recently, but it's intermittent and only seems to happen after hours
 
Ok, another question.

Is it normal to have to restart my router after 20:00 to get the upgraded line speed, and even when I do, I get a maximum linespeed of 2.4Mbps using axxess' linespeed tester. I get full speed using my afrihost or webafrica accounts, so I know it's not my ADSL line.
 
No, not normal. My line speed usually starts increasing automatically just after 7pm already. That could be your modem causing the problem. I have had many different adsl modems in the past few years (and I do use a lot) with D-Link giving me the worst problems, and cisco/netgear giving me the best peace of mind.
 
Keep getting disconnected, up down speeds. Called Tech support. Uncapped lines having issues due to heavy storms overseas I'm told ... :(
 
Been with Axxess for 3 years now and have never sent them an email. I always pick up the phone and call them. Sorted in < 3 mins, everytime.
 
+1. I can only complement the Axxess team. I have had issues when installing my ADSL line (stupid first time user type issues....), and the guys from Axxess were always friendly and helpfull getting me up and running. Must say I have never tried the e-mail route, but the telephone helpline are AWESOME!!!! One happy Axxess customer.....
 
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