Pathetic support

Pathetic support. The support staff consistently ignores the client's requests and doesn't bother to address the needs. Check MyBroadband ratings and you will then understand why they have dropped so far down the list, almost at the bottom now.

Client – 2020-06-18 16:08:12

I see you don't comment on the team leader at all. This is what is making me so mad about your support. You only respond to the things you feel like responding to. Not the complete request from the client. Follow the thread of the entire ticket and you will see that this has been consistently the case. I will be going to Hello Peter and using this all as evidence.

Samantha S – 2020-06-18 15:24:07

Hi Nico

Good day

Kindly note that the request for this information was sent however we have not received feedback.

As soon as we receive feedback we will get back to you.

Thank you.

Kind Regards

Client – 2020-06-18 13:39:55

My Internet has gone down again, so I would like to know the following from Vumatel:

* What the issue was? * When was the issue resolved? * What was done to resolve the issue?

I am also still waiting for a manager/supervisor/team leader to contact me.

Aviwe B – 2020-06-18 01:07:06

Hi Nico

I have sent a request to get that information and I have also informed my Team Leader of the call back you have requested.

Kind Regards

Client – 2020-06-17 12:24:14

Please give me more information about the reply from Vumatel. I would like to see a screenshot of the Vumatel ticket. When was it resolved?

You have not commented on my request to speak to a supervisor or manager. I am now asking for a third time that I speak to a supervisor or manager from Axxess.

Aviwe B – 2020-06-17 03:54:10

Hi Nico

I have just checked on the fault and Vuma has said they have resolved the issue. Please do a reboot from the ONT and wifi router and test your connection.

Kind Regards

Client – 2020-06-16 19:53:11

My Internet has gone down again. To date I have had no response to my previous request as well as a supervisor or manager from Axxess contacting me.

Please send the the following with regard to Vumatel ticket SP-173628: * Update on the status of the ticket. * Screenshot of the status of the ticket.

Please could a supervisor or manager contact me.

Please do not ignore each of the the above requests for a sec...

Read More Client – 2020-06-15 11:48:07

Please send the the following with regard to Vumatel ticket SP-173628: * Update on the status of the ticket. * Screenshot of the status of the ticket.

Samantha S – 2020-06-13 15:38:30

Hi Nico

Good day

Kindly note we have arranged for a technical support consultant to contact you and trouble shoot further.

Thank you.

Kind Regards

Client – 2020-06-13 08:44:39

Because the line is up doesn't meant there is no problem. All it means is that I have to keep rebooting the router till I eventually get a connection. This happens numerous times a week as I have already explained. It is unacceptable as it interferes with my work. I have at the outset stated that this is urgent. Please do not delay any longer and chase Vumatel up!!!!!!!!!!!!

Client – 2020-06-13 08:42:38

Not resolved. Please sent Vumatel out urgently!!!!!

Yamkela M – 2020-06-12 17:36:37

Hi Nico

Good day Please advise if the fault was resolved as i see there is an active session on the line and the fibre link status is up.

Kind Regards

Client – 2020-06-11 19:50:50

Hi Nico,

This is to confirm that your service () (Uncapped (incl. 8/2Mbps Vumatel Line)) has been scheduled to cancel at the end of July 2020.

We are very sad to see you leave, but we also thank you for your support.

Please let us know your reason for cancelling by replying to this mail. It can be anything - a rant, a rave or sharp criticism. Your feedback will help us improve.

Should you ever require...

Read More Client – 2020-06-11 14:03:56

My Internet line has gone down again. Unless I get a call to my cell number by close of business today from a Supervisor, I will change providers and not pay for the poor support that I have received for this month.

Client – 2020-06-11 09:28:26

Thanks for your reply Lulama. My question then is why that was not relayed to me when I asked the question, but was given a standard reply instead? Please let me know who the supervisor is and let him/her contact me on ***. Thank You.

Lulama M – 2020-06-11 09:13:29

Hi Nico

Its only us who can track your fault progress on our side. currently they still working on fixing your fault.

Kind Regards

Client – 2020-06-11 08:43:23

My fibre line is down again at the moment. I mentioned that the Vumatel reference number is 173628 and asked how to track the status of the ticket on their website. Unathi's reply to that is to give me the ticket number again without letting me know how to track the status of the ticket. Come on Unathi, please read the question properly. I hate it when support just give standard replies without bothering to check what the client asked. ...

Read More Unathi N – 2020-06-10 19:09:31

Hi Nico

Dear Axxess Subscriber :

Your Fibre line fault has been logged with Vuma. Your fault reference number is:ISP-173628

Kind Regards, Axxess DSL

Kind Regards

Client – 2020-06-10 13:42:12

Hi,

I chatted to Zizibele this past Monday about my line going down at least 3 times on average a week. See transcript below.

A technician phoned me from Axxess and tried something and then said to keep an eye on the line if it goes down again, which it did a few minutes ago. Fortunately after rebooting the first time, it came back up, but normally only after about 5 tries.

A ticket has been submitted to Vumatel. Reference Number: 173628

Please could you expedite the urgency of this fault as I work from home and a number of my meetings with management have been disrupted, so has a major impact on my productivity.

I couldn't find a place on the Vumatel website where I could track this ticket. Please advise how I am able to do so.

Please provide me with feedback.

Nico van der Walt

Ë +27 (84) ***

+ **** *

ÿ www.homecomputerguy.com

---------- Forwarded message --------- From: LiveChat Date: Mon, Jun 8, 2020 at 11:00 AM Subject: Chat transcript To:

Chat transcript

*Name:* Nico

*E-mail:* ***

You were transferred to Zizibele Mon, 06/08/20 08:20:11 am UTC

Zizibele 08:20:11 am

Hello. How may I help you?

Nico 08:22:10 am

Hi Zizibele, I had just chatted to you about my Internet line going down. Acc No: 115669. You asked whether it comes on again after I reboot. Mostly not the first time. Takes about 4 or 5 reboots before it comes back online. Not good for the electronics to be switched on and off so often. Please log an urgent ticket with the fibre provider to resolve the issue. I have rebooted a few times now and it is still not back onl

Zizibele 08:27:21 am

Moment while I check Someone will contact you and troubleshoot then also will log it with the fibre provider

Nico 08:33:06 am

Thanks. I will hold on while you give me a reference number.

Zizibele 08:37:51 am

The reference number can I sms it to you, I send the fault to our Faults Department then they will get a reference number and send it to me once they have added the fault to the system

Nico 08:38:19 am

*** But will wait till I get the reference number.

Zizibele 08:39:41 am

Thank you

Nico 08:43:05 am

How long will it take to get a reference number?

Zizibele 08:45:14 am

I do not have the ETA, I have sent the email already once they log it you will get an sms with your reference number Please give us 15-30 minutes

Nico 08:45:59 am

On average and in your experience, how long does that take? Is it a matter of hours, days, weeks? OK

Zizibele 08:49:51 am

Is there anything else I can assist you with?

Nico 08:50:39 am

In your experience, how long does it take for the fibre provider to respond? I need to know as the meeting needs to be rescheduled.

Zizibele 08:54:15 am

It will be logged today so they can respond and advise us today or it can be tomorrow it will depend what they find to be the issue is it something that needs a technician sent out or they can fix it remotely

Nico 08:54:57 am

OK, and who Axxess support is going to contact me?

Zizibele 08:58:48 am

Once we get feedback someone from Axxess will be in touch with you

Nico 08:59:10 am

OK. I have sent a copy of the transcript to myself. Thanks for your time.

You archived the chat 09:00:07 am

Duration: 43m 50s Chat started on: https://ccp.axxess.co.za/user/billing-info

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