Axxess beyond pathetic support

Absolutely disgusting support or rather lack thereof.

Extremely arrogant and *********** support staff giving you the run around and repeating the same useless information over and over.

I am extremely disgusted by the service from Axxess support, this is what you can expect if you decide to use their services and things stop working.

TLDR; Axxess Telkom Fixed LTE just stopped working for no reason, support gives run around and treat you like a child, am I the c*nt here?

Here is the full transcript of the ticket and you can see why I am done with these people, start at the bottom.

Client – 2022-06-24 16:54:40

Can you not see a sim swap was already done just read 2 replies back?

Xhanti M – 2022-06-24 16:51:49

Hi Aubrey

Thank you for contacting Axxess support.

No, the reason that it shows that is that the SIM card is there is an issue on the SIM card and a SIM swap needs to be requested in order to resolve the issue.

Kind Regards

Client – 2022-06-24 16:41:38

Is this a joke?

Anita X – 2022-06-24 16:05:14

Hi Aubrey

Kindly provide your delivery address and contact number so we can request a sim swap for you.

Kind Regards

Client – 2022-06-24 15:49:27

emergency calls only see pic put in tablet

Clipboard02.jpg

Nontyatyambo N – 2022-06-24 03:41:58

Hi Aubrey

Good day,

Please advise when you have inserted the sim card on a cellphone what is it showing, is it showing "No service" or "Emergency calls only"?

Kind Regards

Client – 2022-06-23 11:10:07

No there is no network connection at all since 09/06. Red light and zero bars it does not connect to the tower. Changing the APN won't do nothing if its not even connecting to a tower. I have several other telkom and mtn fixed lte sims from both you and Afrihost.

Lithalethu D – 2022-06-23 10:34:01

Hi Aubrey

Service Successfully Sim Swapped Via Telkom

Kindly confirm if you are able to pick up network bars or does it show no service or emergency calls error.

If you do have Telkom network please update apn to unrestricted.

profile name: unrestricted apn: unrestricted username and password: leave blank.

Kind Regards

Client – 2022-06-23 08:42:13

Good Day, The new sim card was installed last night and as expected it has not made any difference. There is still no internet access at the site since 09/06 this is no longer a joke and becoming quite pathetic.

Athini M – 2022-06-20 22:43:36

Hi Aubrey

Please be advised that sim swap has been queued

Kind Regards

Client – 2022-06-20 08:54:30

Good Day, I've never heard of a sim card going faulty after many months of use but who am I to argue.

You can send the new sim card to my work:

******X *** ***

Zanele N – 2022-06-17 18:29:02

Hi Aubrey

Apologies as I was not able to hear you at all enough to communicate.

I have checked the fault on my end and an investigation was done and the outcome states the sim card might be faulty so we will need to do a sim-swop for you.

Please provide us with a delivery address so we can be able to get this done for you as soon as possible.

Kind Regards

Client – 2022-06-17 11:47:07

Can you not follow up with them? 1 week later and not a single word? How do you think this is acceptable customer service?

Lithalethu D – 2022-06-17 11:44:14

Hi Aubrey

Thank you for contacting Axxess technical support.

We are still awaiting feedback from faults department.

Apologies for any inconvenience caused.

Kind Regards

Client – 2022-06-17 08:39:56

Please provide feedback, has the problem been identified, what is being worked on when is it expected to complete?

Client – 2022-06-17 08:32:27

Its still not working, what must I do now we have not have internet for over a week do you even care?

Zanele N – 2022-06-13 19:35:54

Hi Aubrey

Thank you for contacting Axxess

Please be advised the fault has been logged and we are currently investigating the issue. We will try our best to get the issue resolved as soon as possible. We apologize for the inconvenience this has caused.

Kind Regards

Client – 2022-06-13 09:13:19

Hi, Its still not working whats the next course of action?

Client – 2022-06-10 10:00:31

I have sent it.

Liya K – 2022-06-10 09:44:57

Hi Aubrey

Good day

You may try and send it to our WhatsApp number should you not be able to attach it

WhatsApp: *** .

Kind Regards

Client – 2022-06-10 09:28:50

How do I send you the form back it wont allow me to add .ods file to this ticket.

Linda B – 2022-06-10 09:16:30

Hi Aubrey

Dear valued customer.

Very sorry for the inconvenience, please fill out the troubleshooting form and send back the form to us so that we can log it with Telkom.

Kind Regards

telkom form.ods

Client – 2022-06-10 08:38:26

Hi, I have tried to reset the router as well and redo the APN and tried your steps of Auto/3G/4G switching but its still red it seems as if its not connecting to the tower any more is there not an issue at the Telkom tower?

Faith G – 2022-06-09 16:58:28

Hi Aubrey

Thank you for contacting Axxess technical support. Apologies for the inconvenience.

We have checked the sim card on our end and it's active. However I have refreshed it, please reboot the router and check the connection again.

If you still unable to connect, please do following troubleshooting streps.

Reconfigure APN Switch preferred network mode from Auto to 3G/4G Test sim card in another ...

Read More Client – 2022-06-09 13:37:34

Hi, No it is still the same, no signal and red light. https://pasteboard.co/eUXm4qRPKfbA.png

Siviwe N – 2022-06-09 13:21:22

Hi Aubrey

Good Day Thank you for contacting Axxess,

I have checked on the service and it is active on our side. I have refreshed the sim. Please reboot the device the device the sim card is in. If you still can not connect, please let us know. Apologies for the inconvenience.

Kind Regards

Client – 2022-06-09 13:01:11

Fixed Wireless / 069313***x@telkomlte

Hi, I have no internet at this site since yesterday.