Axxess' Poor Service

We are subscribed on Axxess for 100 Mbps Fibre connection, from around the 8th of this month our internet connectivity has been up and down. My husband called our IT support to troubleshoot and it was eventually discovered that the problem was with the ISP. We then reported this issue to Axxess on the 9th and they said there was no issue on their side and proceeded to log a call with Openserve.

The techs from Openserve came and he concluded that there was no issue on their network and closed the call without us verifying. On the 15th we called Axxess again to enquire on the status of our first call and were told it was closed. We then told them that the issue had not been resolved and they then logged a second call. The tech from openserve came again and the result was the same as the first call.

On the 20th we called Axxess again and were told that the techs were still busy on the call and would be updated, which did not happen. On the 22nd when my husband called Axxess, he explained that Openserve had come again and that they had showed him that the issue was not on Openserve's network. He then asked that Axxess issue him with a test account to see if the problem persisted, which they did and it worked perfectly. The Axxess tech then said that it was obvious that there was an issue with the account and he suspected the public IP. He then disabled the public IP and said he would get their engineers to check for a solution.

During the evening of that day and with the Public IP disabled the internet still was problematic. On the 23rd we were told that the engineers would continue to troubleshoot this problem and give feedback which they didn't again.

Today again my husband spent a lot of his day conversing with Axxess techs without a solution. He then demanded to speak to someone in management to which he was put through to a senior team leader who promised to resolve the issue and get back to us but until now he did not give us feedback and instead knocked off for the day without feedback to us or a resolution.

Now, we just called Axxess again to check what is happening and now they are saying that there is a problem on my local network, and what honestly puzzles me is that when we use another Axxess account everything works perfectly. We have repeatedly asked that they issue us with another account while they sort out their issue but the techs simply refuse with no care for the inconvenience and the added costs to us.

What is really really upsetting about this is that while this back and forth continues my business is suffering as our phones are also running on VOIP and dependent on this connectivity, we have had to divert our phones to our cellphone which is costing us, we have also been forced to use DATA from our mobiles in order to send emails and browse the internet.

The saddest part for us besides the issue of paying for service which we are not able to enjoy the benefit of is the attitude of the tech who we dealt with last.