Rate Axxess

Rate Axxess based on value-for-money, network quality, and support.

  • Excellent

    Votes: 46 28.9%

  • Good

    Votes: 35 22.0%

  • Fair

    Votes: 10 6.3%

  • Poor

    Votes: 28 17.6%

  • Pathetic

    Votes: 40 25.2%
  • Total voters
    159
If you are a gamer stay the hell away from Axxess! Absolutely useless. My cell C sim card works flawlessly compared to the uselss Axxess MTN sim card. Its also pointless telling them about this.

I can stream and download with no issues but gaming is the problem and has been since the under sea cable break.

Needless to say I am cancelling this crap and will go with Cell c again or Vodacom. If Cell C of all providers work then I have no words for Axxess.
 
The Axxess Lady said:
Good day, apologies for the delays. I logged a call with our support. I will follow up and revert via PM.
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Had a phone call from Nathi, I was at work so had no access to the router. He said he would update my ticket and phone me back at 16:20 if he "wasn't too busy" - YES, YOUR SUPPORT STAFF ACTUALLY SAID THAT TO ME!! Sitting in my situation and having had to deal with your useless, arrogant and uncaring support team for a month now, you can imagine I was instantly triggered :D Needless to say the ticket wasn't updated and I never received a call. Guess they are too busy for me.

I want the router collected and my money refunded. I'm done with Axxess. Will be cancelling all my other company services as well. Advise when router is to be collected and my money refunded please.
 
Lol, So Nathi was too busy for me, but at 17:28 I received a call from a gentleman named Zenimbonge. Our conversation started off well, he walked me through the troubleshooting steps (Like the last 4 members of the support team before him). After 45 minutes, and at the end of his script (which he recited 3 times in total) he came to the same conclusion as the others.

He said I would be issued a new SIM and he would close my ticket now. I protested the closing of said ticket as the issue has yet to be resolved. He then promptly explained to me how a ticketing system works, seeing as it's all so very complicated :rolleyes:

After still protesting and wanting to know how I will be issued a new SIM if the ticked is closed, he lost his cool, said "OK" and put the phone down in my ear. How very rude.

Mr RPM, Sir, I apologize for turning your "Rate Axxess" thread into a place of rants. Perhaps MyBB can do an article on how utterly useless, incompetent, arrogant and rude Axxess staff truly are?

I might just be getting old but when I was in the customer service industry we at least had to pretend to have manners when interacting with our clients.

@axxess Lady, I appreciate your interactions with me on this thread but really, how long can it take to resolve such a simple issue?
 
I've had the axxess MTN LTE SIM card for a week. It does not connect at all. Shows signal strength at full bars but connection status remains "disconnected". I've been on calls with 4 different call centre agents for 20+ min each. They just give me the same troubleshooting script. Emailed, same troubleshooting script. Still not connection. The router shows it's "connected " to 3G but no actual data transfer. Tested a Cell C LTE SIM in the same ZTE router. Works like a bomb. Put MTN LTE back in, no connection. They claim to have rebooted SIM 2 times. No one can help me further than that damn script. Any advice?
 
CDrom said:
I've had the axxess MTN LTE SIM card for a week. It does not connect at all. Shows signal strength at full bars but connection status remains "disconnected". I've been on calls with 4 different call centre agents for 20+ min each. They just give me the same troubleshooting script. Emailed, same troubleshooting script. Still not connection. The router shows it's "connected " to 3G but no actual data transfer. Tested a Cell C LTE SIM in the same ZTE router. Works like a bomb. Put MTN LTE back in, no connection. They claim to have rebooted SIM 2 times. No one can help me further than that damn script. Any advice?
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Exact issue I'm having, almost been a month now. Good luck. All Axxess do is send the same crap over and over. Their company tag line should be "Apologies for the delayed response".

Don't worry though, you will receive your invoice promptly and on time every month.
 
Tweebeenvis said:
Lol, So Nathi was too busy for me, but at 17:28 I received a call from a gentleman named Zenimbonge. Our conversation started off well, he walked me through the troubleshooting steps (Like the last 4 members of the support team before him). After 45 minutes, and at the end of his script (which he recited 3 times in total) he came to the same conclusion as the others.

He said I would be issued a new SIM and he would close my ticket now. I protested the closing of said ticket as the issue has yet to be resolved. He then promptly explained to me how a ticketing system works, seeing as it's all so very complicated :rolleyes:

After still protesting and wanting to know how I will be issued a new SIM if the ticked is closed, he lost his cool, said "OK" and put the phone down in my ear. How very rude.

Mr RPM, Sir, I apologize for turning your "Rate Axxess" thread into a place of rants. Perhaps MyBB can do an article on how utterly useless, incompetent, arrogant and rude Axxess staff truly are?

I might just be getting old but when I was in the customer service industry we at least had to pretend to have manners when interacting with our clients.

@axxess Lady, I appreciate your interactions with me on this thread but really, how long can it take to resolve such a simple issue?
Click to expand...

Hi @Tweebeenvis, I apologies once again. I am taking this issue up with my escalation manager to get it sorted ASAP. I will also make sure we investigate and listen to the call to make sure this never happens again.
 
We are a re-seller of Axxess products, since they did their Cpanel change over it has been an absolute nightmare. Some of the servers "took longer" than expected to convert and we had clients offline for most of the next day. Then because of all these upgrades they must have been bombarded with calls as you could not get through to the support number. Then some of our clients mailboxes "disappeared" and had to be re-done.

Since then the service level has never returned to what it used to be. We have been slowly moving a lot of our bigger clients to other service providers.
 
I have also noticed that during peak times my lag and packet loss is at its complete and utter worst. During off peak times I can still hardly play games online although its a fraction better but still not usable. As mentioned Axxess will not do anything about this and you will just be given a run around.
 
I have only mobile data from Axxess. Works well and the app lets me change my package very quickly.

They can't provide me with anything else, such as fibre
 
Darkjo said:
I have only mobile data from Axxess. Works well and the app lets me change my package very quickly.

They can't provide me with anything else, such as fibre
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Which sim are you using. I have the R99/m x 10 go Telkom and their control panel is unable to display consumption.
 
I am between Axxess and Afrihost, both have the same package at the same price. Guess it will come down to who can help me first
 
How to go from Hero to Zero in a short space of time.

Agree with all that has been said on support being lacking. Their systems are clearly not supporting their business and appears to be no standards or methodologies in place, other than their agents scripted responses.

You have invested heavily in your new building, now time to invest in your support systems and methodologies.

One of my main gripes is them not updating their Known issues/Network status pages. This would resolve high call volumes during outages as many of us do check before calling.

According to Axxess Status page, there has not been a single outage anywhere on any Fibre since Jan 17, 2020. See below.

Just compare the level of keeping their customers informed where the one SP even offers push notifications. It is a real time saver, but so off sides that have to go to another provider to get my updates.
 

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L-Dog said:
I am between Axxess and Afrihost, both have the same package at the same price. Guess it will come down to who can help me first
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If you a gamer stay very very far away! Packet loss is the worst I have ever experienced. Cell C works better than anything from Axxess. That for its self speaks volumes.
 
Also logged a ticket 2 days ago, still no response. Seems from this thread, that unless you DM The Axxess Lady here, you will not be helped. Sad for a company that was at one stage doing really, really well.

Take a look at Hellopeter too - pages of bad service reports. https://www.hellopeter.com/axxess-dsl :

Trust index is 1.7/10 (Telkom got 1.6)
Ranked 30th in ISPs
Promoter index is MINUS 85 (You need a positive score between 1 and 49 for someone to likely recommend you)
Average rating of 1.50/5 from 1363 reviews (Telkom got 1.43)

Think that paints a rather bleak picture.

Axxess, you need to admit that you have a rather large issue, and begin to consider a turnaround strategy.

With the last round of price increases they are marginally more expensive. Would not have been a problem as always happy to pay a premium for good service, but now, time to stop complaining as it has no effect and begin voting with my feet.
 
My tickets have been open for 1 month and 1 day, I regularly ask for an update but get zilch. Why do I have to DM a rep on a forum when I have 2 calls logged already?
 
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