How Axxess has made me angrier than I have been in years

[killerbyte]

In April 2016 I signed up for OpenServe Fibre through Axxess.

The line got installed and finally activated this month. (Seems OpenServe has some serious admin backlog).

I remember that when I signed up for Axxess to get my fibre installed I did so because they offered free installation (well, you pay them back if you change fibre providers). This the very reason why I went with Axxess.

Last week, on pay day Axxess deducted R1710 from my account. When I phoned they apologised and said it would be paid back. I phoned today to ask what the progress was and I get told that I didn't order within the promotional period, which had stopped and then started again.

Basically... SUCKER!

I am furious. Because 1) I had not budgeted for such a deduction, 2) I expected to only have to pay this when I moved or changed providers, 3) this just leaves a seriously sour taste in my mouth.

The joke is that since I ordered my fibre I have referred not only a few friends to Axxess to get their fibre installed (none have had to pay the installation cost) but I also got my employer to use Axxess for all our telkom fibre installations since we are an Axxess reseller.

 

[Slootvreter]

I phoned today to ask what the progress was and I get told that I didn't order within the promotional period, which had stopped and then started again.

WTF. That kind of kack makes me NOT consider Axxess once my line is installed.

 

[LCBXX]

Hmm...feedback like this makes me wonder whether the old rule around ADSL line management needs to apply to fibre as well?

 

[Capt Haddock]

Well, I had an existing line from Openserve, administered by my previous ISP. I returned their hardware on the last day of the month, and phoned Axxess to take over the admin of my fibre connection. Next day Openserve arrived to do the necessary registration changes to the modem, and, as I had already purchased my new fibre router, by late afternoon I was back on line. No gripes, very happy.

 

[SandMan]

Let me make it VERY easy for anyone whom is currently considering fibre via Axxess. STAY AWAY!

I had my fibre installed and activated last month so I was initially happy. Every evening when peak-usage hours hit (from about 7:30pm to 11pm) my fibre practically grinds to a halt.

A speed test (local Cape Town) with my 100Mbit down / 50Mbit up fibre via Axxess at 9pm:

Yes, my 5Mbit ADSL ran at 4x faster than my 100Mbit fibre.

During the day the network seems fine, but at night when you want to use it the most... forget about it.

Customer support seems to be trained like puppets and all I get requested to do is send the speed test results from both the Axxess account and the OperServe guest account. The OpenServe guest account gives near max results during a speed test on my fibre line, so the fault is not with my line. Numerous requests to escalate this issue to a technician or management has been ignored.

I'll be taking the hit soon to waiver the free installation costs (R2850 !!) and move to a better, more competent ISP.

I've never been so frustrated with anything internet-related in RSA.

 

[killerbyte]

I have no issues with the performance of the fibre line. I've never been happier.

But this feels like screwing the client just because you can. Is there an Axxess rep on this forum? Someone who might actually be able to turn a very dissatisfied customer into a happy one again.

 

[The Axxess Lady]

I have no issues with the performance of the fibre line. I've never been happier.

But this feels like screwing the client just because you can. Is there an Axxess rep on this forum? Someone who might actually be able to turn a very dissatisfied customer into a happy one again.

Hi there, apologies about that. I'm here to assist, kindly email your query plus account details to theaxxesslady@adsl.co.za so I can investigate. Thank you.

 

[The Axxess Lady]

Let me make it VERY easy for anyone whom is currently considering fibre via Axxess. STAY AWAY!

I had my fibre installed and activated last month so I was initially happy. Every evening when peak-usage hours hit (from about 7:30pm to 11pm) my fibre practically grinds to a halt.

A speed test (local Cape Town) with my 100Mbit down / 50Mbit up fibre via Axxess at 9pm:

Yes, my 5Mbit ADSL ran at 4x faster than my 100Mbit fibre.

During the day the network seems fine, but at night when you want to use it the most... forget about it.

Customer support seems to be trained like puppets and all I get requested to do is send the speed test results from both the Axxess account and the OperServe guest account. The OpenServe guest account gives near max results during a speed test on my fibre line, so the fault is not with my line. Numerous requests to escalate this issue to a technician or management has been ignored.

I'll be taking the hit soon to waiver the free installation costs (R2850 !!) and move to a better, more competent ISP.

I've never been so frustrated with anything internet-related in RSA.

Thank you for taking the time to bring this to our attention. Please email your account details to theaxxesslady@adsl.co.za so we can investigate. Thank you.

 

[GGG]

Thank you for taking the time to bring this to our attention. Please email your account details to theaxxesslady@adsl.co.za so we can investigate. Thank you.

If SANDMAN permits, how about posting the Axxess lady's explanation of the query/fault.

I just signed with Axxess yesterday and do not want to be saddled with problems

 

[SandMan]

If SANDMAN permits, how about posting the Axxess lady's explanation of the query/fault.

I just signed with Axxess yesterday and do not want to be saddled with problems

I have no problem with the above request. I'll post whenever I receive further feedback.

 

[SandMan]

Almost 3 days later and no feedback, no acknowledgement of receipt of my email, nothing.

I'm back to using my ADSL at the moment - so much for Axxess 100Mbit fibre.

 

[GGG]

Almost 3 days later and no feedback, no acknowledgement of receipt of my email, nothing.

I'm back to using my ADSL at the moment - so much for Axxess 100Mbit fibre.

Shocking.

Axxess connected me this morning. Agent was not bothered to even assist with a router problem... but i called Afrihost, guy was helpful and got me up and running( even though he knew I was an Axxess subscriber).

 

[ProfA]

Axxess manage my line. Same problem as Sandman. Data is with Crystal Web.

Simply just not to bothered to moan anymore as I know its pointless and the rest of the ISPs are no better.

 

[SandMan]

Hi all,

Firstly, my apologies for resurrecting a 2-week old post, but for the sake of other internet users who are currently considering the move to fibre I'll post the following: -

I had another night from hell with my Axxess 100Mbit fibre; connection / speed was so bad that I struggled to open websites. I decided to run a few speed tests to the local Openserve server in Cape Town.

Axxess account & network:

--------------------------

Openserve guest account:

--------------------------

Tomorrow, 18 April 2017, will be exactly two weeks since I sent my original (requested!) email to the Axxess support representative here on the MyBroadband forums.

To date I have not received a single word of feedback from Axxess.

I have resent my original email with new (above) screenshots attached and have given them (Axxess) 4 working days to respond or else I'll be cancelling my fibre service with Axxess.

Why must consumers in RSA jump through hoops to get any kind of decent, quality service !?

 

[GGG]

Really sorry I moved to Axxess. The caliber of customer care and service leave a lot to be desired. The strange thing is that Afrihost is exceptional??? With one owning the other, you would think Axxess would also hav e great service.

 

[SpiderGear]

Hi all,

Firstly, my apologies for resurrecting a 2-week old post, but for the sake of other internet users who are currently considering the move to fibre I'll post the following: -

I had another night from hell with my Axxess 100Mbit fibre; connection / speed was so bad that I struggled to open websites. I decided to run a few speed tests to the local Openserve server in Cape Town.

Axxess account & network:

--------------------------

Openserve guest account:

--------------------------

Tomorrow, 18 April 2017, will be exactly two weeks since I sent my original (requested!) email to the Axxess support representative here on the MyBroadband forums.

To date I have not received a single word of feedback from Axxess.

I have resent my original email with new (above) screenshots attached and have given them (Axxess) 4 working days to respond or else I'll be cancelling my fibre service with Axxess.

Why must consumers in RSA jump through hoops to get any kind of decent, quality service !?

Wow! You are extremely patient with them. I would have told them to go fly a kite if I was in your situation.

 

[weaselwebb]

Hi all,

Firstly, my apologies for resurrecting a 2-week old post, but for the sake of other internet users who are currently considering the move to fibre I'll post the following: -

I had another night from hell with my Axxess 100Mbit fibre; connection / speed was so bad that I struggled to open websites. I decided to run a few speed tests to the local Openserve server in Cape Town.

Axxess account & network:

--------------------------

Openserve guest account:

--------------------------

Tomorrow, 18 April 2017, will be exactly two weeks since I sent my original (requested!) email to the Axxess support representative here on the MyBroadband forums.

To date I have not received a single word of feedback from Axxess.

I have resent my original email with new (above) screenshots attached and have given them (Axxess) 4 working days to respond or else I'll be cancelling my fibre service with Axxess.

Why must consumers in RSA jump through hoops to get any kind of decent, quality service !?

Having the Same issues up here in PTA. The more I look around the more I see that there is nothing wrong with the fiber but more to do with Axxess. I am looking at moving over to CW. I was with them on my ADSL and had no issues. What i also notice that my line will just drop for a few minutes and then come backup . Really not happy with the service

 

[Bionic]

So glad im doing research and found this thread. Will definitely give Axxess a skip. Who would you recommend from WebAfrica,Mweb and Telkom?

 

[deathburst]

Sorry for bringing this thread up again.
But we are looking to get Fibre VIA Axxess( Fibre Line only) and still use my CW adsl account on the OpenServe Fibre line.
Would this be a stupid thing to do? Only reason why they want Axxess is because of the cheaper fibre line rental and you get the installation and connection for free.
Thanks in advance.

 

[GGG]

Sorry for bringing this thread up again.
But we are looking to get Fibre VIA Axxess( Fibre Line only) and still use my CW adsl account on the OpenServe Fibre line.
Would this be a stupid thing to do? Only reason why they want Axxess is because of the cheaper fibre line rental and you get the installation and connection for free.
Thanks in advance.

My Honest opinion is pay a little more and use someone else.
Axxess is sadly beyond hopeless and i would rather pay more and get decent service.

I am still not getting any response from them after 5 days of substandard connection.

Two of my neighbours took the free Axxess installation deal, and both have moved to other service providers and are much happier.
I am moving as well.