False Advertising on Website

I app**** for a new fibre internet service with Axxess. On their website, it clearly states that I will receive a free Wi-Fi router if I apply for fibre. I had a fibre contract with Telkom, which I cancelled, and then app**** for the new Axxess fibre, as they claim to be unthrottled and uncapped.

Once the service was active, I followed up about the router—only to be told that I no longer qualify for it. I’ve already paid the first month’s invoice, yet suddenly the promotional offer isn’t valid for me anymore.

When I phoned them, they said I should have chosen “new line” instead of “transfer line” when I app****. There was no fine print stating that you must select a new line to qualify for the free router. When I queried this with Axxess support, the agent insisted that I must have called before applying. So why have a fully functional website to simplify the application process if we’re expected to phone in—waiting 30 minutes in a busy queue—to secure the promotional items clearly promised online?

Their system now tells them I do not qualify for a free router, even though I app**** as a new Axxess customer. This is false advertising and misleading.