Trouble: Unable to Axxess Anything

<p>I have been with Axxess since May 2016 and in the beginning they service was excellent until my 4MB Premium line started slowing down. I called their tech support and troubleshooting processes happened until we resolved that the router might have failed. I bought a new router and it seemed as if the problem went away until I started experiencing slow connection speeds. At this stage I figured maybe a 4 MB line is not enough. I then upgraded to an 8MB Premium Line. It's seemed as if the problem was resolved until I started experiencing DNS issues. In control panel I regulary would play around the DNS options available until I discovered switching between Axxess anf Google DNS settings would quicken connection speeds. All this while testing, get full speeds with low latency and jitter numbers. I kept on doing the above process like 6 times a day until I bought a router from Axxess, preconfigured. At the same time Telkom fixed my line as there was an issue with the exchange and together with that fix and the new router, I was in Broadband heaven... until my Axxess router burnt out after switching it on. I have 2 routers ay home, one in the room and another (Axxess router) connected to my Apple TV (I don't have cable lines that can link the 2 routers and after trying WDS connection process, I gave up because the process to try and let these two router speak to each other was just too much and swithcing the one router off and the other on depending on my location in the was just easier. I also check to see if there's connections issues, if it was the line, service or router, you know. The testing they always advice). I've become a pro at sorting my own ADSL issues.</p> <p> </p> <p>BUT I reported my router failure to ********** and Richard Pieterse rep**** with the below:</p> <p>Hi Brionne</p> <p>Please be advised that due to our Terms and Conditions, courier fees for collection of the faulty device will not be covered by us should the fault not be on our end(After testing this will be determined).</p> <p>We do have a 7 day money back guarantee, but thereafter it is a 1 year warranty.</p> <p>Once we have received the hardware we will then test it:</p> <p>If found “warranty void” no replacement can be sent.(Lightning/surge/water etc.)</p> <p>If found faulty we will send a replacement.(Please note we need to receive the device before we can send a replacement)</p> <p>Once the replacement/repaired unit is sent, we will invoice your account for the courier fees, for the collection.</p> <p>If you would prefer to send it on your own terms, Our Address is:</p> <p>Axxess DSL<br />185 Cape Road<br />Mill Park<br />Port Elizabeth<br />6001</p> <p>Please advise if you are sending to us on your own terms.</p> <p>To view our Terms & Conditions for returns please see below link:</p> <p>https://www.axxess.co.za/terms.php#toc30https://www.axxess.co.za/terms.php#toc30</p> <p>Kind Regards<br />Richard</p> <p> </p> <p>I rep****:</p> <p> </p> <p>Hi Richard,</p> <p>I can already tell you that the router is burnt. I switched it on and the circuits fried. No storms, no surges. Just burnt.</p> <p> </p> <p>He rep****:</p> <p> </p> <p>Good Day</p> <p>The courier cost would be roughly R90-R100</p> <p>Please note that by the router being burnt out or burnt would most likely be warranty void, however we can still have a look should you wish for us to.</p> <p>Kind Regards<br />Richard</p> <p> </p> <p>Without testing it, he already drew to the conclusion that they won't cover it. I then insisted they collect and they arranged with MDS Collivery who on they day of collection, sent me thid:</p> <p> </p> <p><br />Dear Brionne Olsen</p> <p>This is to notify you of a collection failure from:</p> <p>Brionne Olsen, SABC Radio Park, 1 Henley Road, Auckland Park, Johannesburg,</p> <p>for delivery to:</p> <p>Axxess DSL - 3G division, 185 Cape Road, Mill Park, Port Elizabeth, <br />before 16:00 on 27th October.</p> <p>Reason for failure : Contact not available.</p> <p>Please do not hesitate to contact us if you have any queries.</p> <p>Kind regards</p> <p> </p> <p>Totally unprofessional this guys from MDS. Now I sit here with no outcome and called Axxess to ask what now. Waiting for ********** to contact me back and I am sure they'll charge me for the non collection.</p> <p> </p> <p>Bottom line even though I a Premium Customer with an 8MB Exchange, my connection has never been stable dispite all the costs that went into resolving the issue.</p> <p> </p> <p>There must be a thing in PE where no one cares about customer satisfation, dispite being under new Administration. Thought the new Major would make you guys a lot more happier, guess not.</p> <p>I am on the verge of jumping ship to Openweb.</p>