Axxess not the ISP they claim to be and definitely not worth it

Hi,

I have had a terrible experience with this ISP. They are suppose to be the best ISP in South Africa and I decided to move over to them when I moved over from ADSL to Fibre. Firstly with the "free" installation they don't tell you only the first 30m are free. After that the cost is R50 per meter. Secondly they advertise a free fibre router, they don't tell you you need another router which is an extra R500. Please never load your credit card as a payment method as I put the router on budget on my credit card and after a failed attempt they put the router through on straight without consulting me. So they are dishonest. I still haven't received a refund for this and it has been more than a week now. Again dishonest. I opened a ticket to query this and they responded at first and then suddenly stopped responding. So their support is unacceptable and inefficient. Please see the ticket below. I will never recommend this ISP to anyone and I will move back to my old ISP as quickly as possible. By the way I still haven't received my second router which I have paid for twice now.

View Ticket Subject : Please reverse straight transaction

Ticket ID : k7kdk4jddc

Status : Open

Department : Shipping

Created : 2018-09-13 13:21:53

Last Updated : 2018-09-21 13:33:17

Ticket Message Client – 2018-09-21 13:33:17

By the way I have all this communication and your lack of communication filed which I will publish on Hello Peter.

Client – 2018-09-21 13:23:54

You ignored me and everything I said yesterday and think everything must just be ok. I am still writing a review on Hello Peter on how inefficient you are as well as unprofessional and ********* just deducting money as you see fit and then coming back and saying you have a 2 week return policy. If I don't have my router by the end of today I will not accept the router and you can keep it. I paid R139 delivery fee which is what you pay for same day delivery. So if the router is not delivered today you can keep it. I want all my money back and you can take out all you stuff. I will sray with my current supplier. If you think this is an empty threat try me and see what happens if the router is not delivered today. I won't pay R139 for delivery that is not same day delivery. I will take out the fibre myself and put it on the sidewalk for you to pick up and I want nothing more to do with your company. Let's see if someone actually responds to this or if you are going to ignore me again.

Read Less Client – 2018-09-20 16:56:41

30 minutes are up and you still haven't even responded to my ticket. Please come and take out your fibre and refund all my money. I don't want anything more to do with you. You are unprofessional and dishonest and I don't want to deal with a company with a reputation like that. Which I will put on Hello Peter. Thank you for your unprofessional service. Good bye.

Client – 2018-09-20 16:23:39

Now you've gone and close my ticket without an answer. I am extremely unhappy with your service and I feel I can't trust you at all. If this is not sorted within the next 30 minutes I am cancelling everything. You can come and take out your fibre, you give back all my money you owe me and we go our separate ways.

Client – 2018-09-20 13:42:46

Can someone please get back to me on my issues. This is really unprofessional.

Client – 2018-09-20 12:41:47

The whole R638 did go off my credit card. If that R499 is not reversed by the end of business today and I don't have my router by the end of business today. I will go ahead and write a review on Hello Peter.

Client – 2018-09-20 12:00:01

OK if no one is going to answer me I will go to Hello Peter with this. You can also come and remove your fibre and I will stay with my current supplier that actually phoned me and begged me to stay with them. I will also not pay a cent for the fibre as I have been unable to use my fibre as a result of this inefficiency. Thank you.

Client – 2018-09-20 11:45:20

I just want my router with no further hassles. This is really not a good start to the client supplier relationship. Get back to me now about this and I want my router delivered today.

Client – 2018-09-20 11:33:08

If you deducted the whole R638 from my credit card again now I am going to be way past angry. WHAT THE HELL IS GOING ON???? I HAD R499 credit on my account. That should automatically been processed with the payment. I want the R499 reversed NOW!!!!!!!!!!!!!

Client – 2018-09-20 11:26:28

Hi,

This is taking too long. Keep the R499 straight transaction as it is and I will just load the shipping cost also on straight. Then just bring me my router asap. Please respond asap. Thank you.

Client – 2018-09-14 11:06:12

Thank you very much. It is much appreciated.

Adrian P – 2018-09-14 10:43:12

Hi Annette

Your refund was submitted, we will notify you once processed.

Kind Regards

Client – 2018-09-14 09:51:15

Hi,

My credit card has been loaded as my payment method again. Please reverse the straight R499 on my credit card immediately so that I can put it on budget. Thank you.

Client – 2018-09-13 17:53:25

No this is not what I wanted. You must cancel the transaction on my credit card itself. I want to pay the R499 on my budget facility of my credit card. Please fix this immediately so that I can buy the router tomorrow. Thank you.

Chulumanco M – 2018-09-13 15:28:24

Hi Annette

The router was cancelled and the money was credited back to your Axxess account

Kind Regards

Client – 2018-09-13 13:21:53

Hi,

Please reverse the straight transaction for the router (R499) on my credit card today. I am going to pay that on budget with the delivery fee tomorrow. Thank you.

Kind regards,

Annette Potgieter