Limited / No service for almost 3 weeks!!!!!

5 February 2018

Sir(s) / Madam(s)

Axxess Account Number: 039768

Telkom Reference Number: 77AEK290118

This email is being sent to Telkom and Axxess personnel. It is also being copied to ICASA and will be posted widely to social media.

I outline below for your perusal the ordeal I have been experiencing since 19 January 2018, trying to get either Axxess (my ISP) or Telkom (my line provider and eventual responsible party) to sort out a non-functioning ADSL line.

At the time of writing this, the issue has still not been resolved, and nobody is able to tell me when it will be seen to.

2018 01 19

Axxess

Slow connection. Fault logged with Telkom, reference 89AEK190118.

2018 01 24

09:00

Axxess

Ruaan

Will escalate. If no response after 48 hours, call back. After 3 escalations, ask for Dylan (escalations manager).

2018 01 26

Telkom

Technicians were on site, tested and problem seemed to have been solved.

2018 01 27

07:10

Axxess

Cohen

No connection whatsoever. Cohen advised that he would escalate again.

2018 01 28

08:00

Axxess

Nathi

Advised that they would escalate again.

2018 01 29

08:40

Axxess

Dylan

Advised that they would escalate again.

2018 01 29

11:40

Axxess

Sipho

Advised that the original case had been closed by Telkom, need to re-open. Reference 77AEK290118

2018 01 29

11:50

Telkom

Onathi

Case was closed. Only received request from Axxess on 2018 01 29 at 11:46 to reopen

So effectively everybody I spoke with at Axxess on 27, 28 and 29 January were either lying to me, or were completely *********** in the way they handled my case.

2018 01 29

13:20

Telkom

Siphosethu

Advised that they would escalate again.

2018 01 29

16:15

Telkom

Odwa

Advised that they would escalate again.

2018 01 29

16:25

Axxess

Dylan

Advised that they would escalate again.

2018 01 30

09:45

Telkom

Norukanya

Escalation ref. **********

2018 01 30

14:15

Axxess

Dylan

Advised that they would escalate again.

2018 01 30

15:00

Line up, but very slow

2018 01 30

15:25

Axxess

Sipho

Will call back

2018 01 30

15:25

Axxess

Sipho

Still a Telkom issue, will escalate

2018 01 31

10:15

Axxess

Onathi

Advised that they would escalate again.

2018 01 31

16:20

Axxess

Dylan

Advised that they would escalate again.

2018 02 02

08:30

Axxess

Dylan

Claimed that this is my fault because I never responded to Telkom text (never received) and that I had not sent him an email (which he never told me to – and which I would not be able to, since I have been without usable internet since 19 January 2018.

2018 02 05

08:20

Axxess

Dylan

Confirmed cable fault. Acknowledged by Telkom management. Nothing more Axxess can do.

2018 02 05

08:30

Telkom

Leepho

With technician – exactly the same story I’ve been told since last wee****

This is completely unacceptable client service delivery. It shows a distinct lack of interest in fulfilling your obligations to me as your client. In light of this, I would like to know the following:

When will the service be restored? Who is going to compensate me for the loss of earnings? Who is going to compensate me for reputational damage caused by an inability to deliver on contractual obligations to my clients due to Telkom and Axxess incompetence? Who is going to refund me the money I had to spend on a ****le and airtime? Who is going to refund me all my airtime wasted on calls that had no discernible result? Your urgent attention to this matter and response is expected.