Fibre trouble with Axxess/Frogfoot

[BCR]

@Captain Axxess

Ticket I created :

Subject :
Fibre usage stopped updating after 16th Sept.

Ticket ID :
fffcadab39

Status :
Open

Department :
Support

Created :
2024-09-18 17:45:57

Last Updated :
2024-09-20 07:39:03


The only reply I've received (below), wasn't helpful at all, because the rep. only concentrated on my one post that highlighted no data usage showing "Today" on 2 different occasions.

The main point of the ticket is that data stopped updating in the online web portal after the 16th September, for the first time since I've been on
@Frogfoot Fibre

The Axxess (Android) app however, always falters every month (with loss of data usage updates, at least once during the month ... but that's a different story which has never come right, because it used to fail all the time on Telkom LTE (in the Axxess app.).

Thank you for contacting Axxess technical support.Please note that the representation of data usage in the graph is not always 100% accurate.The graph does not include any active sessions and is only updated after each session ends. Kind Regards

What I want is for you to get Frogfoot fibre usage showing in the web portal interface again, and regularly updating.

My concern is overall usage not reflecting, for days now ..... and no-one in Support bothering to do anything constructive about fixing it.

 

[BCR]

@Captain Axxess

Ticket I created :

Subject :
Fibre usage stopped updating after 16th Sept.

Ticket ID :
fffcadab39

Status :
Open

Department :
Support

Created :
2024-09-18 17:45:57

Last Updated :
2024-09-20 07:39:03


The only reply I've received (below), wasn't helpful at all, because the rep. only concentrated on my one post that highlighted no data usage showing "Today" on 2 different occasions.

The main point of the ticket is that data stopped updating in the online web portal after the 16th September, for the first time since I've been on
@Frogfoot Fibre

The Axxess (Android) app however, always falters every month (with loss of data usage updates, at least once during the month ... but that's a different story which has never come right, because it used to fail all the time on Telkom LTE (in the Axxess app.).




What I want is for you to get Frogfoot fibre usage showing in the web portal interface again, and regularly updating.

My concern is overall usage not reflecting, for days now ..... and no-one in Support bothering to do anything constructive about fixing it.

An updated reply from Axxess now I can more fully appreciate :

Please be advised that there is a data usage display issue, our Development Department is aware of and fixing the issue.

How long it lasts when they get it fixed is up for debate.

 

[Captain Axxess]

An updated reply from Axxess now I can more fully appreciate :




How long it lasts when they get it fixed is up for debate.

Good morning BCR,

We’re sorry to hear about your recent inconvenience. We aim to provide the best experience for all our clients. Thank you for reaching out. We’re committed to improving your experience.

Thank you.

 

[BCR]

Good morning BCR,

We’re sorry to hear about your recent inconvenience. We aim to provide the best experience for all our clients. Thank you for reaching out. We’re committed to improving your experience.

Thank you.

Thanks @Captain Axxess , but having had a look now, again, it seems to me only the Android app's total figure is updating.

The online web portal definitely isn't, even though it states it last updated on the 22nd Sept at 3h07 am ; my figures there haven't changed since the 16th.

I've updated the ticket again.

 

[BCR]

Good morning BCR,

We’re sorry to hear about your recent inconvenience. We aim to provide the best experience for all our clients. Thank you for reaching out. We’re committed to improving your experience.

Thank you.

8 to 9 days now and still hasn't been fixed.

Pretty useless, and doesn't say much for your ''dev department".

The app which was updating (only) the total amount used for some of the time during this period, has now also become stuck.

 

[Frogfoot Fibre]

Good morning BCR. Please send us a PM with the account holders details for us to investigate and resolve your fault.

Thank you!

 

[BCR]

Good morning BCR. Please send us a PM with the account holders details for us to investigate and resolve your fault.

Thank you!

Thanks for the offer, @Frogfoot Fibre.

I've just checked the Axxess app for the first time since my last post - the total & graphs seem to be updating usage again.

Will probably only get to check the web portal tomorrow or Monday & see if updating there's been reinstated, so can then give feedback here.

Regardless, I'd be very surprised if only my account's usage updates were being affected, and Axxess, in their few responses haven't indicated it's only mine.

Just that I'm the only one (probably) checking & raising the issue on a totally uncapped product - seems stupid, but I like to know from day to day how much we use.

 

[BCR]

Good morning BCR,

We’re sorry to hear about your recent inconvenience. We aim to provide the best experience for all our clients. Thank you for reaching out. We’re committed to improving your experience.

Thank you.

Just checked the web portal and it's updated the previously missing days, plus seems to be updating current usage again.

The Axxess app has fallen behind somewhat ; showing approx 32GB less usage now.

If the portal can be maintained & updated regularly (hopefully won't collapse anytime soon) so when I decide to check, it's accurate, I'm not that concerned about the app. not keeping pace, though would be preferable.

 

[BCR]

Good morning BCR,

We’re sorry to hear about your recent inconvenience. We aim to provide the best experience for all our clients. Thank you for reaching out. We’re committed to improving your experience.

Thank you.

Replying (again) to your note from last month, but it's a case of "rinse and repeat”.

For some reason @Captain Axxess your systems stop updating data usage after the 16th of the month - I don't know if all FNO's are affected, but I'm with Frogfoot (so don't know if that's an individual FNO issue or your system/s overall).

Happened last month (refer posts above), and now the same again.

If your own dev dept cannot seem to get to the bottom of sorting it out, perhaps you should get your owners to help sort it out for you, once & for all ?

As represented here most often on the forums by :

@Afrigirl

@AfriNatic

Latest ticket number to follow (after initial post) ......

Ticket ID:
2ejbmb04gm

 

[BCR]

Replying (again) to your note from last month, but it's a case of "rinse and repeat”.

For some reason @Captain Axxess your systems stop updating data usage after the 16th of the month - I don't know if all FNO's are affected, but I'm with Frogfoot (so don't know if that's an individual FNO issue or your system/s overall).

Happened last month (refer posts above), and now the same again.

If your own dev dept cannot seem to get to the bottom of sorting it out, perhaps you should get your owners to help sort it out for you, once & for all ?

As represented here most often on the forums by :

@Afrigirl

@AfriNatic

Latest ticket number to follow (after initial post) ......

Ticket ID:
2ejbmb04gm

from: Axxess <[email protected]>
reply-to: Axxess <[email protected]>
to:
date: 21 Oct 2024, 14:50
subject: Thank you for contacting Axxess


This is just a quick note to let you know we've received your message (Ticket ID:2ejbmb04gm) and will respond as soon as we can.

Resolving issues and answering your questions are our top priority.

Please do not reply to this email.

Yours Sincerely,
Axxess

Resolving issues and answering your questions are our top priority.

Took at least 8 days to resolve last month, so will see if they learnt anything from it, for this month, re exactly the same thing.

 

[Captain Axxess]

Replying (again) to your note from last month, but it's a case of "rinse and repeat”.

For some reason @Captain Axxess your systems stop updating data usage after the 16th of the month - I don't know if all FNO's are affected, but I'm with Frogfoot (so don't know if that's an individual FNO issue or your system/s overall).

Happened last month (refer posts above), and now the same again.

If your own dev dept cannot seem to get to the bottom of sorting it out, perhaps you should get your owners to help sort it out for you, once & for all ?

As represented here most often on the forums by :

@Afrigirl

@AfriNatic

Latest ticket number to follow (after initial post) ......

Ticket ID:
2ejbmb04gm

Good morning BCR,

We are terribly sorry for the inconvenience. Please allow for our Team to look into your issue, then contact you with feedback.

Thank you,

 

[BCR]

Good morning BCR,

We are terribly sorry for the inconvenience. Please allow for our Team to look into your issue, then contact you with feedback.

Thank you,

Thanks for the reply, though as I've stated before, I doubt very much if I'm the only one affected - likely the only one checking on uncapped fibre usage.

Got this one overnight :

22 Oct 2024, 02:33

We sincerely apologize for any inconvenience caused and for waiting for our response.

We have requested that our Development team investigate the problem on these usages that don't appear as soon as possible and find a solution.

Hoping for a permanent solution,whereby figures are updated every day of the year, year-in, year-out.

 

[BCR]

Please be advised that the matter has been escalated to our Developers once again and we have also emphasized that this matter is happening on a monthly basis. They have investigated and managed to rectify the matter (please see the usage attached).

Sincerest apologies for the inconvenience caused.

Seems sorted (for now).

Will obviously keep an eye on things, but @Captain Axxess , appreciate the quick turnaround time (as noted also in my reply to the ticket just now).

 

[Went_For_Beer]

Seems sorted (for now).

Will obviously keep an eye on things, but @Captain Axxess , appreciate the quick turnaround time (as noted also in my reply to the ticket just now).

We have the same issue with Telkom LTE sims, they update when/if they feel like it and no one at Axxess can resolve the issue

 

[Captain Axxess]

Seems sorted (for now).

Will obviously keep an eye on things, but @Captain Axxess , appreciate the quick turnaround time (as noted also in my reply to the ticket just now).

Hello BCR,

Thank you for your feedback! We're glad to hear that you’re happy our service.

If you have any further questions or need assistance, feel free to reach out. We're here to help!

 

[BCR]

Something wrong with either Frogfoot or Axxess ; pages take time to load or time out + streaming problematic.

Look at the jitter and speed test couldn't register any upload speed.

Speedtest Custom - Test your internet speeds

telkom-saix.speedtestcustom.com

Can you fix your network/s, please.
Used mobile data to post this.

@Captain Axxess

@Frogfoot Fibre

Plus, now Deco router light has gone RED, and I've not touched a thing.

 

[BCR]

Come back to life, but still not optimal.

Speedtest Custom - Test your internet speeds

telkom-saix.speedtestcustom.com

Will log a ticket.

Edit : Took forever to load this screenshot, compared to usual.
Had to finish off the process using mobile data, so something definitely went wrong, very recently.

Yebo - fibre connection is dead again, then returns ......

 

[BCR]

I called in.

Helpful agent hadn't heard of FF issues from anyone, yet, only some to do with Openserve.

However, he confirmed while we were speaking, he could see the Frogfoot portal off / down at the same time my Deco went red, plus during the call "Service" light went out on the Calix ONT for a while, and so did "Ethernet", but for a shorter time.

He has me now doing a ping to Google, so if it fails that can be sent to FF, but right now it's around a stable 30ms ; routing seems to be through ("from") JHB, not CPT for this 1 hour test.

I can live with this if it doesn't spike or disconnect again, but please check FF network in PE.

 

[BCR]

Seems sorted ; things back to normal :

Speedtest Custom - Test your internet speeds

telkom-saix.speedtestcustom.com

 

[Captain Axxess]

Seems sorted ; things back to normal :

Speedtest Custom - Test your internet speeds

telkom-saix.speedtestcustom.com

Thank you for your feedback! We're glad everything is back to normal.

If you have any further questions or need assistance, feel free to reach out. We're here to help!