So I just made an account here to vent my frustrations that I've been having and hopefully I can save a few people some frustrations of their own!
So I wanted an ISP on the saix backbone that wasn't telkom for various reasons that I don't need to get into right now. I was told axxess offered that but they didn't specificy in their products list, so I emailed them asking if they offered this and they said yea on the PRO account(R59/gig). So I was like sweet and bought 2 gigs to check it out. It was IS, I emailed them saying it's actually IS and I would like a refund and they told me they can switch it to saix if I want so I said that would be great thanks!
So that went just fine, then I disconnected after about 2 hours on this account, no big deal, disconnects happen a lot... then again... and again ... and again. Ok wait something was weird here, I have 2 pc's connected to different ISP's on the same router and only the axxess one keeps disconnecting. So I sent them more messages, this is my ticket log regarding this problem:
Me: Hi, I recently bought a PRO account and asked to change it to the saix exchange which was done but I am now experiencing the weird problem of disconnections once every hour or 2, the account can be immediately reconnected but is nevertheless frustrating, please assist, is this a common problem with axxess saix accounts at the moment?
Them: No this is a uncommon issue. Please contact telkom and ask them for a port recreate.
Me: This is not a line problem, I have 2 pc's connected to the same line on 2 different ISP's. Only axxess drops, it does so on either pc.
Them: Using a bridge connection?
Me: Not sure what you mean, each computer dials up manually but are connected to the same router.
Them: Does the session drop when you use only one connection to the internet at a time?
Me: will test over night and let you know
Me: Ok I unplugged 1 pc from the network entirely, connected to axxess and then connected to mirc so I could see if I was disconnected. I first connected at 2:54 AM.
[04:53] * Disconnected
[06:54] * Disconnected
[08:55] * Disconnected
And I am fairly certain the next disconnect is coming at 10:56. Seeing that it takes 60s to redial when the line is dropped, it means that I am being disconnected every 2 hours exactly. This has to be some sort of forced disconnect from axxess' side.
Them: Dear Customer
I can asure you that we do not have a timeout or disconnect sent to you every 2 hours else we would have a lot of very upset clients. When I look at your session details, your disconnect reason for every 2 hour session is session timeout which is a command send from your router automatically. If it says port error it is the line, if it says user request it is ypu switching the router off and on and if it says admin request it is from our side. Unfortunately this is not a problem with your account.
So then I wrote a fairly long response to this saying obviously they are not doing it on purpose and are unaware of the problem or they would fix it and a few unimportant other things, only to find that they closed my ticket from their side and I could no longer send messages.
So first they don't tell me that I need to actually send in a special request to change the account to saix. Then they give me an account which suffers from this annoying problem, then they tell me I'm wrong, it's not their fault I must try get help somewhere else, then they talk to me like I'm an idiot, completely refuse to even look into it that it could even POSSIBLY be a fault on their end and then they forcibly close my communication with them on this issue. What the *&#@ kind of company is this? I have never seen such poor customer service before EVER, axxess makes telkom look like a god send. I Just hope I can sway a few people from ever choosing them.
So I wanted an ISP on the saix backbone that wasn't telkom for various reasons that I don't need to get into right now. I was told axxess offered that but they didn't specificy in their products list, so I emailed them asking if they offered this and they said yea on the PRO account(R59/gig). So I was like sweet and bought 2 gigs to check it out. It was IS, I emailed them saying it's actually IS and I would like a refund and they told me they can switch it to saix if I want so I said that would be great thanks!
So that went just fine, then I disconnected after about 2 hours on this account, no big deal, disconnects happen a lot... then again... and again ... and again. Ok wait something was weird here, I have 2 pc's connected to different ISP's on the same router and only the axxess one keeps disconnecting. So I sent them more messages, this is my ticket log regarding this problem:
Me: Hi, I recently bought a PRO account and asked to change it to the saix exchange which was done but I am now experiencing the weird problem of disconnections once every hour or 2, the account can be immediately reconnected but is nevertheless frustrating, please assist, is this a common problem with axxess saix accounts at the moment?
Them: No this is a uncommon issue. Please contact telkom and ask them for a port recreate.
Me: This is not a line problem, I have 2 pc's connected to the same line on 2 different ISP's. Only axxess drops, it does so on either pc.
Them: Using a bridge connection?
Me: Not sure what you mean, each computer dials up manually but are connected to the same router.
Them: Does the session drop when you use only one connection to the internet at a time?
Me: will test over night and let you know
Me: Ok I unplugged 1 pc from the network entirely, connected to axxess and then connected to mirc so I could see if I was disconnected. I first connected at 2:54 AM.
[04:53] * Disconnected
[06:54] * Disconnected
[08:55] * Disconnected
And I am fairly certain the next disconnect is coming at 10:56. Seeing that it takes 60s to redial when the line is dropped, it means that I am being disconnected every 2 hours exactly. This has to be some sort of forced disconnect from axxess' side.
Them: Dear Customer
I can asure you that we do not have a timeout or disconnect sent to you every 2 hours else we would have a lot of very upset clients. When I look at your session details, your disconnect reason for every 2 hour session is session timeout which is a command send from your router automatically. If it says port error it is the line, if it says user request it is ypu switching the router off and on and if it says admin request it is from our side. Unfortunately this is not a problem with your account.
So then I wrote a fairly long response to this saying obviously they are not doing it on purpose and are unaware of the problem or they would fix it and a few unimportant other things, only to find that they closed my ticket from their side and I could no longer send messages.
So first they don't tell me that I need to actually send in a special request to change the account to saix. Then they give me an account which suffers from this annoying problem, then they tell me I'm wrong, it's not their fault I must try get help somewhere else, then they talk to me like I'm an idiot, completely refuse to even look into it that it could even POSSIBLY be a fault on their end and then they forcibly close my communication with them on this issue. What the *&#@ kind of company is this? I have never seen such poor customer service before EVER, axxess makes telkom look like a god send. I Just hope I can sway a few people from ever choosing them.