New customer #brandfail

<p>Super frustrated with Axxess right now.</p> <p> </p> <p>Early December, our internet went down. Determined problem could be the new ZyXEL router we purchased directly from Axxess.</p> <p>15 December – courier company collects router for testing by Axxess.</p> <p>20 December – Ticket ID : j3jeedka26 - Timothy P confirms router received “testing will be done in the next 2 working days, once testing is done you will receive further feedback.” This was 22 days ago.</p> <p>21 December – Ticket: ce99m44f63 - Your fibre line upgrade request for B ********** 46 has been submitted to Telkom, From 10Mbps Fibre to 20Mbps Fibre.</p> <p>01 January – still nothing regarding our router – without WiFi for two weeks now. Log another follow up on Ticket 4mea7a58e5 – so much for 2 working days, promised on 20 December.</p> <p>Router was delivered the following week – it was still our old router but no correspondence or feedback from Axxess – was it faulty? Is it working? (Richard forgot to give feedback, he tells me). Called support and spoke to Ruaan – tried everything but couldn’t get ZyXel working. Ruaan logged a call with Telkom to check the line – Telkom came back to say they had reserved the increased bandwidth, awaiting go-ahead from the ISP? What was happening here?</p> <p>06 January - Spent another hour speaking to Siphsethu (Sipho), trying all sorts of methods to setup my ZyXEL router. Only managed a direct Ethernet connection through the Huawei modem on the wall. </p> <p>08 January – Ticket gbbd5ahhba to complain about above and requested a swap out from Richard at Shipping. Also called him on Monday 9th and he confirmed a new router would arrive on Tuesday, which it did.</p> <p>11 January – 7am. Spent another half an hour with Luthando this morning, trying to set up the new router. It all seems a bit hit-and-miss with Axxess Support – every person I’ve spoken to tries different configurations and methods to troubleshoot. Luthando even wanted me to reset the ZyXEL router to factory settings – even though I’d just unwrapped it from its packaging? Once again, by bypassing the router, I was able to browse the internet. Saix.net confirms I’m getting high latency with a Download and Upload speed of 5Mbps – this is after upgrading to 20Mbps. He said he’d discuss with Team Leader and Shipping and let me know. I’m still waiting.</p> <p> </p> <p>Bottom line, Axxess. My home office has no WiFi connection for almost a month which is most inconvenient. Long delays in your process and zero feedback has further dampened my customer experience. Your accounts department is impeccable with immediate debiting of my account but what am I paying for? I can access the internet at a fraction of the speed I should be getting. When are you going to sort this out and are you refunding me for December and January?</p> <p> </p> <p>Account number 116382</p>