Unhappy customer

Dear Wonderful FB Friends - I do not normally rant about these things and definitely do not believe in bad mouthing companies, BUT I HAVE HAD ENOUGH. If you ever think about getting a fibre line through AXXESS, do yourself a favour and DO NOT! I have been with them for a few months since before lockdown and have had nothing but problems. Let's start from the beginning - Firstly when I ordered the line, Frogfoot came to install the lines, I asked them where the router was, "Oh no sorry, the router is with Axxess" - I call Axxess only to be told that my router order was canceled, please note that I have received no message, no email, no call to tell me that they have canceled it, AND after I have paid R250 for the delivery fee. They have added the R250 on my account as a credit note and I had to pay yet another R250 for delivery. Soon after the connections problems came, NON effin STOP. During lockdown, I had to work from home, had terrible connection, called them and they told me that I needed to connect the router to the fibre line as it disconnected. Fast forward, they charged me R10 for a service fee which I have no idea why and then suspended my line because of this Unknown service fee and nobody could give me any reason as to why the fee was added in the first place. Fast forward to a few weeks back, I made a post on FB to say that I was unhappy, soon after someone from AXXESS gave me a call and said that they will credit note me for the month to say sorry for the inconvenience, which was all good and fine. Few days after there was NO INTERNET, Wifi is connected but NO INTERNET - I get through a lady which helps me, line disconnects calls back, the guy tells me that I have an unpaid invoice and my line has been suspended, he said I would need to speak to Accounts. Accounts take forever to answer ( I know it is covid and they are most likely understaffed - I worked in a call centre, I know the pressure) - I give up and cut the call. Call a few hours later and the lady tells me again that the router has disconnected from the fibre box and that I need to get connect it again. I explain to her that I have had it with Axxess and if I have another connection problem then I will be canceling my line. She assures me that it will never happen again. A few days later, NO INTERNET - Over the weekend, NO INTERNET. I decided to cancel my line, go on to the website and only to find out that I can only cancel my line at the end of December because if I cancel at the end of November, I need to pay an R999 early cancellation fee, which I have no idea why as it is one month's notice and I have passed my 6 months promotions period. PLUS an agent in an email told me that I can cancel my line without any charges. This morning, SLOW INTERNET AGAIN. - I hop on the website and chat with one of the agents( I am not going to keep calling them) - Only to be transferred from one agent to another without even telling me that they will do so. Eventually, I am through to one and I request a call back from a manager or a supervisor, only to be told that they cannot speak to me through LiveChat and that I had to call and request to speak to a supervisor. I explained that I will not be calling them and that I want someone to call me ASAP or I will be reviewing them, he transfers me to another Agent, the agent transfers me back to the one I was talking to and then tells me that he will put in a ticket for a callback. I messaged the FB page, to have responses and after my last message, I got a reply saying that my message has not been delivered. Now I am patiently waiting for them to call me. I am Livid as I have been paying for a so-called First class service for absolutely NOTHING in return.

I have spoken to MANY other people that are through Mweb, Afrihost, and VOX with Frogfoot and they have told me that they have never experienced any problems with Frogfoot - Plus many others that are with AXXESS that constantly complain about them.

If you ever think about getting a line through them. DO NOT. You will only waste your time.