Customer Service

Good Day

I trust this email finds you well. I'm writing this email with so much frustration which is caused by you'll ( Axxess )

Firstly let me start by saying this I will never reccomend you'll to anyone in my area including anyone that is for sure as what I have experienced is really disappointing and I'm getting no satisfaction whatsoever.

27th September 2021 - Zoom fibre technicians came to install my fibre line at number 40a Silverblaar Street Bluff Durban. They could not complete installation due to the splicing that needed to be complete.

29th September 2021 - Zoom Technician came to do the splicing which I helped the guy by standing in the rain and holding an umbrella which resulted in me getting sick with the flu!. Before he left he said it will be online meaning signed off on the 30th.( Next Day )

30th September 2021 - I had paid for the new router as I was not aware that I needed the router in order for the fibre to work as other service providers like Home-Connect & Web Africa does not require that if I had known this would i of never taken Fibre from Axxess.

1st October 2021 - I managed to get a fibre ready router which I borrowed from my cousin I then connected it but the ont light stayed flashing continuously from 29th ( 2days ago ) but unfortunately the job was not signed off by Zoom or Axxess which resulted in me phoning Axxess & Zoom continuously trying to figure out why is it not signed off and the ont light still flashing green continuously so my router could not work. Later that afternoon I spoke to Axxess support the managed to sort the problem out my fibre was working.

6th October 2021 - My new router arrives to number 40 Silverblaar Street Bluff Durban. I then tried connecting it but it did not work. I phoned in to Axxess support which only to discover that I needed a laptop to configure it now take note. What happens in a case if I own a laptop or did not have one at the present moment whose fault is it that you'll Axxess supply a technical device which I still need to configure whose problem is that? Mine I'm very sorry but it does not make sense that I need to configure and do you'lls job ( Axxess ) when there is much better service providers again like Home-Connect or Web Africa that a team comes out and they connect everything for you why is it that Axxess does not provide support like this. So from what Axxess support said they can not help as the router is not working. So I must send a email now back to *** and tell them the router is not working which I did and include screen shot of the error which I have attached to this email she said they will send a new router and collect the broken router which is not working.

14th October 2021 - I get a from ***

Good day

Please be advised that we need to test the router first before we can determine if we need to provide a new one

Please expect to receive feedback within 48hours after we have received the router regarding the findings of the router test

Thank you

So that was the email. Now why could they have not sent a new router to me and take their broken router which they have sent I'm really disappointed as I have being having problems from day one with Axxess and I really regret taking Fibre out with them.

My Contact number is *** Lydon Richard's Account Number 238933