Ongoing Fibre Line Outage – Unresolved After Multiple Attempts and Poor Service from Axxess

Complaint:

I have been experiencing an ongoing and unresolved fibre line outage with Axxess, despite numerous attempts to resolve the issue. This has been an incredibly frustrating experience, with significant financial and business implications.

Key Points: Initial Incident: The problem started on 9 August 2024, when the fibre line went down. We immediately contacted Axxess to report the issue. The initial call was closed without the problem being resolved.

Continued Service Disruption: We opened a second call, and despite attempts to fix the issue, including a migration of the line from DHCP to PPPoE, the problem persists.

Financial Impact: Over the course of this issue, I have had to send a technician to the site five times. This has resulted in significant costs, which are becoming unsustainable. Additionally, the downtime has impacted my relationship with a key client, further damaging my business.

Inadequate Support: Despite repeated calls and efforts to escalate the issue, Axxess has been unable to resolve the problem. Each interaction has resulted in the same outcome: no progress and no clear resolution plan. Their technical support team has not even attempted to visited the site.

Request for Resolution: I am reporting Axxess to HelloPeter as a last resort, having exhausted all internal escalation processes with the ISP. I expect Axxess to take immediate action to fix the issue and provide compensation for the downtime and expenses incurred. If the matter is not resolved promptly, I will be forced to seek alternative service providers and explore further legal action.

This experience has been incredibly disappointing, and I would not recommend Axxess to anyone based on the lack of service and accountability I’ve encountered.

Desired Outcome: Immediate Resolution: Axxess must resolve the fibre line outage immediately. Compensation: Reimbur*****t for the costs incurred due to technician visits and downtime. Accountability: A clear response from Axxess management regarding why this issue was not resolved sooner. Thank you for your attention to this matter.