-
Join the MyBroadband community
South Africa’s biggest forum. Discuss, discover, and connect with thousands of members.
-
Question of the Day: Are you keeping your Prime subscription?
Please Rate Axxess
- Thread starter rpm
- Start date
RogerFraser
Member
Just switched to Axxess this month and had constant dropping of the fibre connection every few hours -cuts off our business connections or Citrix sessions or gaming all at the same time .I addition some sites are blocked where we cannot even access so we have to RDP out of Axxess network then RDP into client sites from outside Axxess network .Sent trace routes and detailed logs to support but the refuse to accept responsibility-first level support keeps bouncing back to to equipment installed .We have over 50 years IT experiance and a referred Cisco certified engineer in house .What color is the fibre lights is all the keep responding .They refuse to even escalate the issue first blaming VUma ths same line operated for 6 months on another ISP without dropping once but we were tempted by the dark side of faster speed and same price .What ever you do do not sign up for their Fibre offering because they cant offer the SLA or service they say they do. Enough is enough now we go public and they suffer for crap service !
Last edited:
RogerFraser
Member
We have today cancelled our service Axxess is the worst provider we have evenr had not one thing has been fixed even with being escilated to their top team .Useless network service .
Cancellation note :
I switched over to Axxess on the 1st of September as you had a 1000/100 line option. The previous ISP I had no issues with but when I switched over from the previous ISP I started to notice Drops in my packets for a few seconds at a time randomly. The line would stay connected but the packets would drop. I ran a trace at the time of the drop which showed the drop was happening on your side however after many phone calls and email support I got nowhere I was just continually asked about my Router make and that it was a Vuma Problem then I was told it was fixed which it was not so I had to get the ticket reopened. Since then I have also picked up that some of the ports are getting blocked but I am just getting no feedback on my issue every time I phone I am told that the issue is been looked at and is with the team lead but I have heard No feedback.
I have even tried to get hold of management or get them to call me back on 4 or more occasions and heard nothing I use to be with Axxess and they had amazing support that is why I cam back along with nice package options but now after a whole month with an open issue I am still stuck with the same issue and no feedback. How am I meant to do remote work with my line randomly dropping packets? I will not be suggesting Axxess to any of my connections and will be actively telling people to stay away as I do not want them to go through the absolutely appealing customer service I have had.
The Email Ticket that is the problem is ##fek7559e9m I have lost count of how many calls I have had to make but think I am over 6H of call time and about 5 mails and about 5 active chats and I still have not been told what the problem is or talked to the "Team" working on resolving it or even had any decent feedback on the issue as well as heard nothing from the supposed "management" that was going to call me back on multiple occasions.
Cancellation note :
I switched over to Axxess on the 1st of September as you had a 1000/100 line option. The previous ISP I had no issues with but when I switched over from the previous ISP I started to notice Drops in my packets for a few seconds at a time randomly. The line would stay connected but the packets would drop. I ran a trace at the time of the drop which showed the drop was happening on your side however after many phone calls and email support I got nowhere I was just continually asked about my Router make and that it was a Vuma Problem then I was told it was fixed which it was not so I had to get the ticket reopened. Since then I have also picked up that some of the ports are getting blocked but I am just getting no feedback on my issue every time I phone I am told that the issue is been looked at and is with the team lead but I have heard No feedback.
I have even tried to get hold of management or get them to call me back on 4 or more occasions and heard nothing I use to be with Axxess and they had amazing support that is why I cam back along with nice package options but now after a whole month with an open issue I am still stuck with the same issue and no feedback. How am I meant to do remote work with my line randomly dropping packets? I will not be suggesting Axxess to any of my connections and will be actively telling people to stay away as I do not want them to go through the absolutely appealing customer service I have had.
The Email Ticket that is the problem is ##fek7559e9m I have lost count of how many calls I have had to make but think I am over 6H of call time and about 5 mails and about 5 active chats and I still have not been told what the problem is or talked to the "Team" working on resolving it or even had any decent feedback on the issue as well as heard nothing from the supposed "management" that was going to call me back on multiple occasions.
MisterV
Well-Known Member
- Joined
- Oct 1, 2017
- Messages
- 299
- Reaction score
- 83
I was with Axxess when i had ADSL a year or two back before jumping onto a WISP. The network was absolutely SOLID. They had really good international performance which is really important to me (Twitch and Europe game servers). Until one summer when it started to rain, and i needed someone to come and take care of the line issue that developed. 3 whole days just for a response from them. I reply immediately hoping they would too, and of course its another 3 days for the 2nd reply. I might jump back on Axxess once i move and get fiber, only thing holding me back is the really, and i mean really lacklustre support. From people not knowing what the hell they are talking about, to people being just out right rude. Love the network, despise majority of the staff.
I tried to be a customer and i cant seem to get it right with Axxess 
My fibre is still not installed never mind packet losses. i have had people get their done in 2 days from the time of ordering their services amost are working within a week. Theres just a few days left before i will be waiting a month. Should i cancel and sign up with someone else who can co-ordinate the install through vuma better?
My fibre is still not installed never mind packet losses. i have had people get their done in 2 days from the time of ordering their services amost are working within a week. Theres just a few days left before i will be waiting a month. Should i cancel and sign up with someone else who can co-ordinate the install through vuma better?RogerFraser
Member
Yes similar experiance old Axxess ADSL was great .But now on the new super fast fiber package -uncapped unshaped (NOT I had issues from day 1) - I did a bit of digging and find out Axxess is only the front end the back end is a different ISP now and they have useless support with no idea what they doing on Fiber apart from pointing fingers at everyone else - when there is a actual knowledgeable customer providing them with the details of exactly where their network is failing . Not even their managers can dial a customer back or provide feedback .
RogerFraser
Member
I tried to be a customer and i cant seem to get it right with Axxess
Not sure what area or package you are after .From our experiance it might be good to get onto another provider before the trouble starts ......We moving to VOX after some good reviews by friends in the area ...
MisterV
Well-Known Member
- Joined
- Oct 1, 2017
- Messages
- 299
- Reaction score
- 83
you are aware they have a FUP ?
wingnut771
Honorary Master
that's because it's probably working, hate to be in a situation when it isn't, then you'll have to deal with "support".
Ernest Himself
Well-Known Member
- Joined
- Oct 11, 2018
- Messages
- 309
- Reaction score
- 42
I see Axxess dont allow people to rate them anymore, or provide comments on their social accounts.
Usually its easy to find out how good or bad their service is by looking on their social pages to see what people have to say.
I think after they cut off their CellC LTE customers last year with the MTN roaming agreement debacle, Axxess received many bad comments.
Especially because Axxess support did not know what the cause was more than a week after the issue started.
Now they are selling Telkom LTE at great prices, but its been more than a week and many clients are still waiting for their simcards to be activated. (me included)
Depending who you speak to at Axxess phone support, its either your own fault, or they tell you to reboot the router and wait 3 to 24 hours. Or that telkom provisioning is a problem.
Well lets wait and see. Luckily I have not canceled my 153Mobile Telkom Sim. 153Mobile have great service and I never have issues. They give me 80GB Anytime for R599, month to month.
Unfortunately Axxess beats this now, but the Axxess service is bad.
Usually its easy to find out how good or bad their service is by looking on their social pages to see what people have to say.
I think after they cut off their CellC LTE customers last year with the MTN roaming agreement debacle, Axxess received many bad comments.
Especially because Axxess support did not know what the cause was more than a week after the issue started.
Now they are selling Telkom LTE at great prices, but its been more than a week and many clients are still waiting for their simcards to be activated. (me included)
Depending who you speak to at Axxess phone support, its either your own fault, or they tell you to reboot the router and wait 3 to 24 hours. Or that telkom provisioning is a problem.
Well lets wait and see. Luckily I have not canceled my 153Mobile Telkom Sim. 153Mobile have great service and I never have issues. They give me 80GB Anytime for R599, month to month.
Unfortunately Axxess beats this now, but the Axxess service is bad.
GreGorGy
BULLSFAN
Generally, I like axxess but they need to explain this. I tried 3 speedtests, and each one several times, using known services (MyBB and Google) and one unknown service I run on my own server somewhere in let's say the US. To make sure, I also tested that server from my work machine via VPN to VNC to my work mac. The results (Google shows same as MyBB so just mybb):
My secret one that they cannot prioritise:
My secret one from work mere seconds later (the time it took to connect the VPN and open the screen sharing):
I'm paying for a 20/20 but I am not sure I am always getting it.
My secret one that they cannot prioritise:
My secret one from work mere seconds later (the time it took to connect the VPN and open the screen sharing):
I'm paying for a 20/20 but I am not sure I am always getting it.
Ernest Himself
Well-Known Member
- Joined
- Oct 11, 2018
- Messages
- 309
- Reaction score
- 42
Your secret server is in London
GreGorGy
BULLSFAN
Ja. I think so - I have two, one there one in the US. But I am pretty sure it is the london....
...oh, wait, I saw the distance - must be the london one
Ernest Himself
Well-Known Member
- Joined
- Oct 11, 2018
- Messages
- 309
- Reaction score
- 42
My reply was so useless i know,
But I had to at least give some info.Trying to understand your speed results.
Your VPN connection then speedtest from London? Or to London?
If its a 20/20, how do you get 123Mbps down?
Maybe i dont understand your post properly. But at least I got the distance right.
GreGorGy
BULLSFAN
My reply was so useless i know,
Trying to understand your speed results.
Your VPN connection then speedtest from London? Or to London?
If its a 20/20, how do you get 123Mbps down?
Maybe i dont understand your post properly. But at least I got the distance right.
The 123 down is a comparison from my work, just to eliminate my server being to blame.
RogerFraser
Member
Actually its only when they use Openserver networks not on Vuma there is no FUP
Hows this for a speed test .I have a business server that I have to work on remotely .I cannot connect to it at all on Axxess network I get 0 speed .if i use my cell modem or rdp to a server outside Axxess it works 100% fine .I even sent Axxess the tracert where it stops inside their data center and a month later am still waiting for a response .
Axxess do not have an FUP on the New Uncapped accounts they are selling. They are fully Unshaped, Unthrottled with no Thresholds. If you have one of the older uncapped accounts then you are able to convert to the new account types instantly in your control panel.
Axxess - Ultra-fast Uncapped Fibre
Axxess is the leader in Uncapped Fibre & Fibre Lines.
www.axxess.co.za
MisterV
Well-Known Member
- Joined
- Oct 1, 2017
- Messages
- 299
- Reaction score
- 83
my guy, i was talking about VOX >_> , please read the post I quoted, the guy said they are moving to VOX. I wasn't talking about AxxessAxxess do not have an FUP on the New Uncapped accounts they are selling. They are fully Unshaped, Unthrottled with no Thresholds. If you have one of the older uncapped accounts then you are able to convert to the new account types instantly in your control panel.
Axxess - Ultra-fast Uncapped Fibre
Axxess is the leader in Uncapped Fibre & Fibre Lines.