Potential Customer up for grabs

[S7wede]

Hey guys

I'm currently having issues with intermittent timeouts on my Axxess Uncapped 10 Mb (495 for Life Special) account. I have gone through the rigmoral of dealing with Telkom and with the Axxess support team, but to no avail. The problem is with the Axxess account. I have tested on a Webafrica 1gb capped account and I do not receive any timeouts, so my line has been ruled out as the culprit. I have tried using the default DNS server (196.7.7.7 / 196.7.8.9) and the google DNS server as well. Neither changes the outcome.

Here is any other ISP's chance to get a signup as I'm giving the Axxess technical department up until 5Pm tomorrow to sort this issue out before I jump ship. I am willing to test out any trial accounts that the MYBB reps are willing to throw my way and choose the one that gives the best bang for buck.

regards
S7wede

 

[The Axxess Lady]

Hey guys

I'm currently having issues with intermittent timeouts on my Axxess Uncapped 10 Mb (495 for Life Special) account. I have gone through the rigmoral of dealing with Telkom and with the Axxess support team, but to no avail. The problem is with the Axxess account. I have tested on a Webafrica 1gb capped account and I do not receive any timeouts, so my line has been ruled out as the culprit. I have tried using the default DNS server (196.7.7.7 / 196.7.8.9) and the google DNS server as well. Neither changes the outcome.

Here is any other ISP's chance to get a signup as I'm giving the Axxess technical department up until 5Pm tomorrow to sort this issue out before I jump ship. I am willing to test out any trial accounts that the MYBB reps are willing to throw my way and choose the one that gives the best bang for buck.

regards
S7wede

We are sorry to hear about the issues that you are experiencing with your Axxess account, please be assured that we will do everything in our power to assist. If you could please DM me your account number or your ticket number, so that I can follow up on your complaint it will be much appreciated.

 

[S7wede]

Dear Axxess Client,
This ticket is in response to [Timeouts on 10MB Uncapped ], created on Tuesday, 2nd July 2013 15:10

Good Day

Your account has been tested twice and we were unable to replicate the packet loss you are getting when trying local and international destinations. I did notice on your session details frequent connection drops but with no cause listed for some of the drops. I would first suggest getting your ADSL port recreated by Telkom and then we can try again and investigate further if the problem persists.

Regards,
Whitney Harker

Your Message
To whom it may concern.
Client code: SMI190
Please find the following images attached.
1. Screenshot of Axxess connection showing infrequent timeouts

[...Removed...]

To view your tickets click on the following link:
https://ccp.axxess.co.za/client/membersticketview?TicketId=50lovd7

this was the response from the support department. It looks like I'm shopping for a new ISP unless The Axxess Lady can pull an ace from her sleeve.

 

[The Axxess Lady]

this was the response from the support department. It looks like I'm shopping for a new ISP unless The Axxess Lady can pull an ace from her sleeve.

We strongly recommend that you request a Port recreate from Telkom, we have repeatedly tested your account and this would be the next step in the troubleshooting process. Please be assured that we are doing everything in our power to resolve your problem.

 

[S7wede]

As I said in my original post, I have gone through the whole rigmoral. That includes a port reset. I find your quality of support highly disturbing.

Edit: Low and behold, without me having to do anything, the timeouts have subsequently stopped. I do however, now have a much higher ping than I did an hour ago. Something you guys are doing is working. Keep it up and I'm glad that I won't have to look for another ISP as soon as I thought.