Pathetic Service in the world
There’s No option to give negative Star otherwise I would have opted for it. I personally think it’s the worst internet provider company in the world. I am in Port Elizabeth, After a battle to get our fibre installed (which took about two weeks as there was no black box on our property from Frogfoot) we've had working fibre for TWO whole days since installation was done on 27th January.
Since then up until today we've had intermittent internet access, internet on some devices, but not others, internet on one device only to have it disappear after a few minutes. We've logged countless calls, dealt with extremely unprofessional customer "care" consultants, told to reset the router, but not to fix it afterwards, phones being put down in our ears, etc. etc. etc. The router went in for testing yesterday, 22 February, and we were told there is no issue. Yet, it still did not work when it was back home. Again another call, emails, etc. to Axxess only to have a "senior tech" call this morning giving the same instructions telephonically as what we have been told to do countless times over the past few weeks. We've begged and pleaded for a technician to physically come to our home and sort the fault, but that seems to be an impossible task.
We run three businesses from home, my daughter is busy with law exams (for which she needs internet), but nobody seems to care about "servicing" customers even though we pay for this service. We ended up buying our own data (in ADDITION to the cost of non-existent fibre internet) for the last few weeks.
We were finally given a new router today, 23 February, which seems to work. This clearly means that we have been given a faulty router to begin with. Therefore, please ensure that I am NOT billed for the last three weeks. If I SEE a full deduction from my account for this past month you can come and collect your router and anything to do with AXXESS and I will source alternative fibre solutions.
It's no idle threat that I will go to every social media channel to make everyone aware of what pathetic service we've been receiving - from your General Manager down to the lady who handed over the new router this afternoon. it’s been one full day now we again back to normal not having none of the devices connected to wifi, we live in SA, even security alarm/cameras need wifi but we have absolutely no wifi. Pathetic service with Staff { they’ve cared nothing about our several complaints } It’s impossible to get a technical person to come & check what’s wrong 😑