Hire Consultants who care about people.

Wr have been without internet for 3 days on a paid account in good standing. After infrastructure maintenance in my area, our line was not restored unlike my neighbours. I called multiple times and was told 3 emails were sent to me but nothing arrived despite my email address being correct, confirmed by old Axxess emails in my inbox. I was then told nothing more could be done to assist me as I’m not the account holder. Which I understand even though I created the account for mom and pay it monthly.

What made this worse was that both consultants I spoke to were impatient and sounded frustrated, which made me feel like a burden for asking for help. I ended up solving the problem myself. I was also calling on behalf of my mother who is elderly and not tech savvy. It is deeply disheartening to think that she would be met with the same impatience and frustration if she called herself — someone who knows little to nothing about technology and would need more patience and guidance, not less.

I have been a loyal Axxess customer since 2020 and have recommended them to family and friends over the years. This experience has made me consider switching providers for the first time, which is really sad. Axxess needs to invest in customer service training — technical issues happen, but how you treat customers during those moments is what keeps them loyal.