No support or communications if you spend less that R25k per month at this ISP. Terrible after sales support.

I’m writing to express my deep disappointment and frustration with the consistently poor service we’ve received from Axxess as our ISP. It has become increasingly apparent that unless a customer is spending R25,000.00 or more per month, meaningful support is simply not provided.

Even basic requests for information or status updates are frequently ignored. On the rare occasion we do receive a response, it's often clear that our original communication wasn't properly read or understood. This level of service is unacceptable—especially for paying customers.

As a result of the ongoing issues and lack of after-sales support, we have already moved over 90% of our services away from Axxess. It’s disheartening to feel that our business is undervalued simply because we spend less, despite purchasing the exact same products and services as larger clients.

The following response from Axxess management has only added to our frustration:

“I believe that we need more expectation management in order to meet your requirements. Yes, we have built a tiered programme in order to provide better support to our partners. I see that we have been helping you on the odd occasion even though you are a standard business partner. This could be where the confusion is coming from with the team, I will look into that. It could be better for you to deal with general support so that there is no confusion. Again, I think we need to have a chat about what your expectations are and how we can meet them. Lloyd, please set up a meeting for Friday morning around 8:30am on Teams.”

While I appreciate the attempt to open a dialogue, the message implies that because we are not a top-tier client, we are not entitled to even standard support. That is simply unacceptable. Every paying customer should receive at least consistent, reliable, and respectful support for the services they have purchased—regardless of how much they spend.

A recent incident further highlights the issue: a fibre line was down, and we requested an update. No response was received. Eventually, we were told the issue was still “in progress” and to wait 24–48 hours. However, just 15 minutes later, a call to the support line revealed that the issue had actually been resolved the day before, and the ticket had been closed—despite the service still being offline. This lack of communication and follow-through is both careless and unacceptable.

Meanwhile, we are expected to continue paying on time or face service suspension—despite receiving substandard support.

Due to these recurring problems, we have already transitioned the majority of our services to alternative ISPs who do value and support their clients, regardless of spend.

I sincerely hope this message is taken seriously. At the very least, I would appreciate an acknowledgment and clear action plan to address this situation going forward.