Calling out Axxess's horrible service

[Echolab]

I have had an axxess 200mbps lte (mtn) account for a few years now and am really tired of the service they provide.
I have a daily battle try to get decent speeds. Calling in daily and requesting that they refresh the account, I then go from having speeds ranging from 4mbps to 6mps to seeds of around 19mbps to 20mbps.
I have sent in the speedtest they requested on numerous occasions together with the troubleshoot form without any change. I once insisted on speaking to a team leader who after a bit of a heated discussion and many excuses managed to get my speeds up to 40mbps, sadly this only lasted for 3 day.
I have heard the excuses that the tower has no can't provide higher speeds but it's all lies. When the holiday makers arrive in our area my speeds instantly jump as high as 90mbps or more. Also on the odd occasion that someone forgot to throttle my speeds I get the same 90mbps but this is a very rare event.
This then tells me that the capacity is there to provide decent speeds but someone is throttling the speed provided.
Is this then not fraud?
I will attach the speed test pics of my normal daily speeds and also three test where they have forgotten to throttle.
Has anyone else had this problem with them?

 

[Echolab]

The worst part of this story is that I have now ordered a fiber line through axxess but we are having issues trying to get the fiber into the house so it hasn't been installed yet and is definitely not active but they keep on trying to bill me for it. I spoke once again to a team leader who said he would cancel the fiber order until we sort out the issue and now they want to charge me a cancelation fee for something I have never had.
I really thought telkom service was bad a few years ago when I was with them but axxess definitely takes the cake on this one

 

[Retro1337]

@Captain Axxess

 

[Former member 61586]

Wait.....axxess gives you sht service on lte, so you order fibre from them? Well done.

 

[Went_For_Beer]

@Captain Axxess is a bot. Will give you some generic copy paste reply, just like their USELESS "support" agents

 

[Went_For_Beer]

I have had an axxess 200mbps lte (mtn) account for a few years now and am really tired of the service they provide.
I have a daily battle try to get decent speeds. Calling in daily and requesting that they refresh the account, I then go from having speeds ranging from 4mbps to 6mps to seeds of around 19mbps to 20mbps.
I have sent in the speedtest they requested on numerous occasions together with the troubleshoot form without any change. I once insisted on speaking to a team leader who after a bit of a heated discussion and many excuses managed to get my speeds up to 40mbps, sadly this only lasted for 3 day.
I have heard the excuses that the tower has no can't provide higher speeds but it's all lies. When the holiday makers arrive in our area my speeds instantly jump as high as 90mbps or more. Also on the odd occasion that someone forgot to throttle my speeds I get the same 90mbps but this is a very rare event.
This then tells me that the capacity is there to provide decent speeds but someone is throttling the speed provided.
Is this then not fraud?
I will attach the speed test pics of my normal daily speeds and also three test where they have forgotten to throttle.
Has anyone else had this problem with them?

Did the "support" bot tell you to default your router

 

[Captain Axxess]

The worst part of this story is that I have now ordered a fiber line through axxess but we are having issues trying to get the fiber into the house so it hasn't been installed yet and is definitely not active but they keep on trying to bill me for it. I spoke once again to a team leader who said he would cancel the fiber order until we sort out the issue and now they want to charge me a cancelation fee for something I have never had.
I really thought telkom service was bad a few years ago when I was with them but axxess definitely takes the cake on this one

Hi @Echolab ,

We’re sorry to hear that you're not satisfied with our service. We have an “Acceptable Use Policy” for our LTE services and once your AUP Limit is reached, speed will change. Speed is dependent on your LTE router capability and available capacity on the LTE tower your device is connected to.

We aim to provide the best experience for all our clients, and we’d like to escalate your Fibre issue. Please private message us your Axxess account number and our Escalations Team will have a look at your account, then contact you with feedback.

Thank you.

 

[Went_For_Beer]

Hi @Echolab ,

We’re sorry to hear that you're not satisfied with our service. We have an “Acceptable Use Policy” for our LTE services and once your AUP Limit is reached, speed will change. Speed is dependent on your LTE router capability and available capacity on the LTE tower your device is connected to.

We aim to provide the best experience for all our clients, and we’d like to escalate your Fibre issue. Please private message us your Axxess account number and our Escalations Team will have a look at your account, then contact you with feedback.

Thank you.

Called it. Copy Paste response

 

[Former member 61586]

If it were not such a pain in the @ss (accompanied by an unknown time of no connectivity) to move Fibre ISP, I would dump axxess.

 

[saor]

and am really tired of the service they provide.

The worst part of this story is that I have now ordered a fiber line through axxess

Why would you do something like that?

 

[Echolab]

Hi guys thank you for the replies.
Well I thought maybe getting a fiber line might be different but I guess it is axxess that provides the crappy service and not just because it's lte.
Is anyone else experiencing this kind of service from them
Do you guys have some suggestions on well priced but with decent service fiber providers.

The thing though is people should know how these companies work.

I want to spread this everywhere so no one else gets scammed.

What other social media platforms are good to spread the word?

 

[Echolab]

Damn i sound like a woman scorned ...... Hahaha ..... I'm a dude

 

[ld13]

Hahaha ..... I'm a dude

You are barking up the wrong tree. YMMV when it comes to these mobile services. There are many a peep on here that complain about similar issues with Rain, but then you see a few lucky ones that live inside the least used tower on the network posting tripple digit speedtests.

A speed test is in any case not worth its salt and has little to no meaning other than to indicate that at that point in time your pipe to that specific server was performing at this speed and latency. I also note you tested to two different servers, from different IPs, with a substansial change in ping. My money would be that you were connected to a different tower even between the two sets of speed tests.

 

[Snyper564]

Hi guys thank you for the replies.
Well I thought maybe getting a fiber line might be different but I guess it is axxess that provides the crappy service and not just because it's lte.
Is anyone else experiencing this kind of service from them
Do you guys have some suggestions on well priced but with decent service fiber providers.

The thing though is people should know how these companies work.

I want to spread this everywhere so no one else gets scammed.

What other social media platforms are good to spread the word?

another option

2TB Anytime data

still chugging along happily I'd drop fibre for this

mybroadband.co.za

 

[Echolab]

Hi Ld13 it normally makes no difference where I'm connected to the speed tests are always low. That day was an anomaly although like I said when the holiday makers flood our area then those are the speeds I get. The reason for me showing the speed tests is because that's what axxess asks for. ... 3 speedtest and a trouble shooting form.

Thanks snyper564 ill take a look at the link. Have you had good luck with these guys

 

[BCR]

@Echolab

Re having the fibre charges sorted out, I suggest you deal directly with the Axxess Accounts department ; not through (Support dept?) team leaders or the Escalations.

In the past, I've found the Accounts dept get things done at Axxess, unlike Support where you can go around in circles and it's invariably "hit and miss" as to whether you achieve what you wanted.

They have their own contact options (in case unaware?) - logging a ticket, or via email.

Axxess - Contact Us

Axxess is an Award Winning Internet Service Provider. Specialising in Fibre, LTE, 5G, VoIP and Web Hosting.

www.axxess.co.za

 

[Echolab]

Thanks BCR
They were actually really efficient. I gave them a call yesterday and resolved the problem quite quickly.
I wish the rest of the company was as good