BEWARE of Axxess Fibre

I phoned Axxess on the 26th of March because I was not able to access the internet. On every page, there was a Vumatel page asking for a username and password. I spoke to a support staff member who went through a whole bunch of tests. He said he will get back to me as the matter must be escalated. I explained to him that this is a business line and I will appreciate any form of feedback. If this will take a while to resolve, he must let me know so I can arrange temporary mobile internet for my office. He said he will phone me back on the day. Never heard from him again. I have logged a ticket on the 27th of March asking what is going on as I still do not have internet.

Got a response the next day asking me to reset the router etc. I did this and phoned Axxess again because the process was stopped by an “internal server error” as soon as I submit the username provided. Again the consultant made me do a bunch of tests and said he will get back to me as the matter must be escalated. The same as with the previous guy, I explained I need feedback please so I can arrange mobile internet if needed. Same story, no feedback. Never heard from him again.

I have since requested feedback on my ticket on the 28th, 29th, 2nd, 3rd, 4th – No further replies or responses from anybody.

I finally spoke to a guy named Scott on the 4th of April. I explained EVERYTHING to him again and he made me do one or two tests. He said he will speak to a network engineer as my usage is not picked up on your system and it seems like my IP links to an account limited to 4mb. He said he will get back to me with feedback. Probably 30min later he got back to me and said my account was linked to an incorrect user due to some DNS technical term and the issue should be resolved. I did a speed test and my line was back to normal.

The issue I have with the above is my problem was known for 12 days. Granted it was Easter, this can’t be an excuse as my first call was on the 26th of March. Nobody took action or cared enough to try and actually resolve the issue. If it took Scott 30 min to resolve the issue, surely this could have been done 12 days ago.

After the above was resolved, it lasted a couple of days and is now even worse. The line is unusable and I have still not received feedback on my support tickets. Today is the 10th of April. Issue was first lodged the 26th of March.

I eventually sent Axxess management an email to express my concerns. They also did not respond. Obviously leading by example. They did not even take the time to acknowledge the email.

Stay away from Axxess, trust me it's not worth the hassle.