1 reviews | Active since Nov 2021
****py support structure
I have been with Evotel and Axxess since June 2021, and everything started off great. Then for the last 30 days we have been experiencing random outages and dropped with no prior warning.
I have worked in the ISP industry for 4 years and I understand how things should work, and you guys are not playing ball.
Today, with loadshedding, the power went off, I have backup power as I work from home and can not lose time with loadshedding. For the first time, the internet dropped with the power...
I phoned Axxess and and logged a fault, knowing it would be attended to as soon as possible. When I phone back two hours later, I was told that the ticket with Evotel has not been assigned to a technician and that this process can take anything from 24 hours to 72 hours. I asked if I could contact Evotel directly, bit was told that Evotel will just refer me back to Axxess.
I asked if there was a reason why it has not been assigned, I was told there was a queue. I then asked if there were any other faults logged in my area, I was told that there were no other faults in my area. I don't understand why there is a queue, besides that the process is broken.
It goes without saying that I am totally dependent on internet and work from home, but I can not have this type of service on 1000mbps. I have never once had my full capacity on my line since I upgraded to the 1gbps package, I think it is time that this is also rectified.
Looking forward to hearing from you guys.
I am very sorry to hear that your line is experiencing these issues. Typically there is a process that ISPs follow to raise tickets with us and all tickets raised are attended to. We will definitely be looking into this further to make sure that you are assisted properly. I will bring the speed issues you are experiencing to the attention of our team as well so that we can have that looked at.
Again, we are very sorry for this and we will do our best to make this right.
Best regards,
I am very sorry to hear that your line is experiencing these issues. Typically there is a process that ISPs follow to raise tickets with us and all tickets raised are attended to. We will definitely be looking into this further to make sure that you are assisted properly. I will bring the speed issues you are experiencing to the attention of our team as well so that we can have that looked at.
Again, we are very sorry for this and we will do our best to make this right.
Best regards,
Best regards,
Best regards,
Best regards,
Best regards,
Best regards,
Best regards,
They also mentioned the red flashing light on the router labelled LOS is due to a fault on the OMT.
I assume one of your local techs are on it based on what we discussed in our previous comms.
If there is a large queue in my area, then I am a bit concerned as the the quality of your service.
They also mentioned the red flashing light on the router labelled LOS is due to a fault on the OMT.
I assume one of your local techs are on it based on what we discussed in our previous comms.
If there is a large queue in my area, then I am a bit concerned as the the quality of your service.
First we would like to apologise for the delay and we're very sorry for the disruption to your service and delayed response. Our Support Manager and their team has been constantly working on ensuring all faults are fixed in a timely manner and all tickets are attended to as soon as possible.
If you ever need assistance from us, please do not hesitate to reach out to us either via our social media channels or on our customer care line.
Best regards,
First we would like to apologise for the delay and we're very sorry for the disruption to your service and delayed response. Our Support Manager and their team has been constantly working on ensuring all faults are fixed in a timely manner and all tickets are attended to as soon as possible.
If you ever need assistance from us, please do not hesitate to reach out to us either via our social media channels or on our customer care line.
Best regards,
First we would like to apologise for the delay and we're very sorry for the disruption to your service and delayed response. Our Support Manager and their team has been constantly working on ensuring all faults are fixed in a timely manner and all tickets are attended to as soon as possible.
If you ever need assistance from us, please do not hesitate to reach out to us either via our social media channels or on our customer care line.
Best regards,
First we would like to apologise for the delay and we're very sorry for the disruption to your service and delayed response. Our Support Manager and their team has been constantly working on ensuring all faults are fixed in a timely manner and all tickets are attended to as soon as possible.
If you ever need assistance from us, please do not hesitate to reach out to us either via our social media channels or on our customer care line.
Best regards,