WARNING: Do not sign up to AXXESS DSL

I subscribed to Axxess DSL upon moving into my new property in Port Elizabeth on May 15th. Unfortunately, my internet service has been non-functional for the past six weeks. Despite numerous attempts—over 20 phone calls totaling 200 minutes—I have been unable to resolve the issue. To mitigate the lack of service, I've purchased over 100 GB of data from my mobile provider for home business operations. Additionally, we have been unable to install our Wi-Fi-dependent security system.

Since June 6th, I have daily contacted Axxess via phone calls, WhatsApp, and Facebook messages, requesting a technician visit after the line was verified on-site by Vumatel, confirming the issue lies with Axxess, not the line provider. Unfortunately, my requests for a technician have been consistently ignored, despite multiple emails to their escalation department.

After posting a negative Google review, I was contacted last Friday by a representative who assured me I would receive an email confirming the technician's arrival time by Friday afternoon. Regrettably, no such email arrived. Subsequent emails sent to their escalation address also went unanswered.

To date, I have paid Axxess R1100 in fees without receiving internet access. If no resolution is reached, an upcoming direct debit will bring my costs to R2000. This level of service not only constitutes poor customer service but also violates consumer protection laws. Despite raising these concerns multiple times, I have received no response from Axxess or their accounts department regarding a refund.

I intend to escalate this matter to the ombudsman and the Internet Service Providers Association. My experience serves as a cautionary tale against choosing Axxess or any ISP that lacks a policy for on-site technical support when phone troubleshooting fails.