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fJ
farouk J

1 reviews | Active since Aug 2009

28 Dec 2022, 16:10

fed up

it's approximately plus 8 days now with no internet because according to Axxess my box is registering the wrong IP Address whatever that means---many,many gigs of mobile data have been used in the meanwhile---Zoom,when are we to receive resolution???

0
Replies (12)
Zoom fibre
Zoom fibre's reply29 Dec 2022, 11:02
Official
Good Day Farouk, 

Thank you for connecting with us. We are experiencing technical issues and we are investigating the matter with Axxess. 
Once we have a resolution and time frame of when the matter will be resolved we will revert with feedback. 

We apologies for the delay and the inconvenience this has caused. 

Regards 
The Zoom Crew
fJ
farouk J's update30 Dec 2022, 12:15
Reviewer Update
Axxess tells me that you, Zoom that is, advised them that the problem is resolved. Take note that this is incorrect & a screenshot of IP address etc was mailed to them.What is annoying is that i have to follow up wnen either yourselves or Axxess think it's resolved & keep quiet. It's more than 10 days now.Please expedite.This is frustrating.And Axess's service levels need attention.
fJ
farouk J's update30 Dec 2022, 13:52
Reviewer Update
Please feel free to call now---unforunately it came in as a **** call from Zoom Sales. It still seems non-sensical why then would Zoom advise Axxess that the problem was resolved---that's precisely what Axxess said to me who is the very frustrated customer athis point.
fJ
farouk J's update30 Dec 2022, 14:00
Reviewer Update
an email sent to u to your address as given above was returned saying domain name incorrect
fJ
farouk J's update02 Jan 2023, 09:04
Reviewer Update
Still no resolution---if it helps,neighbours further down the road from me have Zoom & have no problems---differance appears to be that they don't have Axxess as their provider.It might appear that those experiencing problems with Zoom are more likely to be those that have Axxess as their provider. My 2 cents worth.

My first mail to Axxess was on the 18th of December,hence my frustration.
Zoom fibre
Zoom fibre's reply03 Jan 2023, 13:45
Official
Hi Farouk, 

Thank you for your patience whilst this matter is under investigation. Please be advised the investigation is still ongoing and as discussed, we will find out the process to move you to a different ISP so we can restore your connectivity. 

Regards 
The Zoom Crew 
fJ
farouk J's update11 Jan 2023, 14:53
Reviewer Update
Well ,in the last few days both Zoom & Axxess endeavoured to fix the problem. I'm nowhere near to getting a service. The Zoom/Axxess combo seems to be a failed marriage.
Mr Tshepo of Zoom is trying.

Please somebody,do something!!
Zoom fibre
Zoom fibre's reply12 Jan 2023, 09:31
Official
Hi Farouk, 

We are sad to hear you are still not connected. 
We will liaise with Tshepo to get an understanding of whether we can restore connectivity or if we must seek an alternative solution. 
We will revert with feedback.

Regards 

fJ
farouk J's update12 Jan 2023, 15:01
Reviewer Update
So this morning i get a visit from a Zoom technician who swops my router for another.
The end result is that nothing is changed.Same old incorrect IPv address that's made it's ghastly appearance + 3 weeks ago into my home & homes of a lot of other clients.

It's time there was a major intervention.
Zoom fibre
Zoom fibre's reply12 Jan 2023, 16:42
Official
Hi Farouk, 

We are escalating the matter. 

We apologies for the inconvenience caused. 

Regards 
fJ
farouk J's update13 Jan 2023, 07:32
Reviewer Update
Sanity at long last. A gentleman Thabo working directly for Zoom (other was a sub-contractor-installer) came in around 5.30 pm---u knew when he arrived with a purpose & that this guy was here to fix things. Re-configured router & we were good to go.Still am at a loss as to why it took this long.

Thank you most kindly, Thabo.
Zoom fibre
Zoom fibre's reply13 Jan 2023, 08:38
Official
Hi Farouk, 

We are happy the service is restored.
Thank you for your patience. 

Regards