Fail to accept that there is a congestion issue - terrible support

<p>Since the beginning of December I have had an issue where between 8pm and 9pm every evening the speed of my line gets throttled or disconnects completely.</p> <p>Axxess support has asked me to do speed tests. Which I did.</p> <p>They then reported a line fault to Telkom. Telkom fixed the line fault, four times. But the problem still remains.</p> <p>I have tried with multiple phone callls and escalation queries and written support messages, but it seems the script that the axxess support centre reads from doesn't allow them to acknowledge the fact that there is a congestion issue. This problem only occurs between 8pm and 9pm - the rest of the time the line is fine, yet Axxess continue to call it a line fault and won't or can't understand the real problem. I have explained this issue to Axxess many many times and every time I get the same scripted response. I have not been contacted by any senior management or escalations manager. For more than 2 months I have not been getting the line speed I pay for when I need it. I understand that there might be increased bandwidth at that time, but if Axxess would only admit to it, I could find another solution.</p> <p> I will be demanding a refund. It is very unfortunate as I have been with Axxess for many years and have always thought they were efficient. </p> <p>I have also app**** for a fibre line, which they have also failed to deliver. </p>