Bare minimum

<p>Dearest Axxess</p> <p> </p> <p>I really want to be happy with your service, and so far I am....when things are working. I even filled in many surveys from MyBroadBand and voted in favour of you in a few polls.</p> <p>But getting assistance with anything or getting anything resolved is nothing short of frustrating. You have won awards for being the best ISP in South Africa, and I myself have recommended you to many friends. But honestly, whenever I contact support I get the impression that the staff are very reluctant to do anything from their side, and will instead tell you what you must do because they cannot/will not do it. The responses are short and vague and it feels as if nobody there will ever go the extra mile to help you out. The onus is always on the client and they will not intervene on your behalf.</p> <p> </p> <p>I recently migrated my dsl line to Axxess with the impression that the days of struggling with customer service would be over (so I thought) and I would not ever need to contact Telkom again. The was my main motivation for transferring the line to you. Your website states the following "Hassle-Free. We deal with Telkom on your behalf" and "Not only will we take care of your Digital Subscriber Line, we'll also throw in some added features to enhance your online experience." Getting the line migrated was a hassle too, but I will not get into that right now.</p> <p> </p> <p>I recently requested that my 2mbps line be upgraded to a 10mbps. Doing it online was so easy and a pleasure. I even adjusted my data package so that I can take advantage of the combo deal as soon as it's all ready. I got a mail saying that the dsl upgrade was successfull. Now I just had to wait for it to happen.</p> <p>Because I did the request during the many recent public holidays, I expected some delay. I created a ticket out of curiousity to find out what the usual waiting period is and the response I got was simply that my SNR is too low and they're not even sure that 4mbps was possible. And that was the correspondence...</p> <p>I won't even get into the fact of how I was going to find this out had I not sent a ticket. I probably still would've been waiting for the upgrade to kick in.</p> <p> </p> <p>I was left a little confused, because I was simply being told "no", without any suggestions as to what I can do about it. Was that it? Am I to just be content with a 2mbps?</p> <p> </p> <p>I rep**** asking about any advice as to what I could do, since I know that 10mbps is possible in my area (Eldoraigne, Centurion) and if I could even perhaps get connected to another exchange with better SNR (I have actually noticed poor connection for a very long time and could tell something was not quite right with my line since the start).</p> <p> </p> <p>The response I got reiterated my SNR issue and that only Telkom can move it to a new exchange.</p> <p> </p> <p>At this point it's starting to feel like I'm being held hostage by Axxess, condemned to a 2mbps line without any way out. As a customer I wanted to give you my business, which would've resulted in a little more money for you, yet I got rejected.</p> <p>My question is, since you state that you deal with Telkom on my behalf and since this was my main motivation for migrating my line to you, why should I contact Telkom regarding this problem?</p> <p>And I would only imagine that if I did, Telkom would just tell me the line is not with them and that I should contact you.</p> <p> </p> <p>Who is responsible here?</p> <p> </p>