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Lester F
1 reviews | Active since Jun 2022
18 Jun 2022, 06:55
Zoom fibre does not repsond to faults
Reported a fault to Axxess on 11 June 2022 which they say was escalated to zoom fibre. Up to then I had not had service for almost a week. After power failure 2 days ago my service returned (not due to anything zoom did). The fault logged on the 11th is still open at Axxess technical support. Now i find this morning that my service is once again offline. To add insult to injury, Axxess will not credit me for the downtime. Zoom fibre is extremely problematic and they have a zero rating for customer service from me. Sort this out please!
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Replies (3)
Zoom fibre's replyOfficial
18 Jun 2022, 11:43Hi Lester, we do apologize for the inconvenience caused thus far. Please provide us with your ticket number so we can investigate further and check on our system if your selected ISP escalated the matter on the 11th of June. On our end, we shall escalate and report the issue to our operations team and will provide feedback on the matter as soon as we possibly can.
Zoom fibre's reply18 Jun 2022, 11:43
Official
Hi Lester, we do apologize for the inconvenience caused thus far. Please provide us with your ticket number so we can investigate further and check on our system if your selected ISP escalated the matter on the 11th of June. On our end, we shall escalate and report the issue to our operations team and will provide feedback on the matter as soon as we possibly can.
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Lester F's updateReviewer Update
18 Jun 2022, 12:13Unfortunately i dont have it. However my account number is 243272.
LF
Lester F's update18 Jun 2022, 12:13
Reviewer Update
Unfortunately i dont have it. However my account number is 243272.
Zoom fibre's replyOfficial
18 Jun 2022, 13:16Hi Lester, please ensure your ISP router is connected to LAN1 on the Hauwei ONT and WAN or Internet Port on the ISP Router. Please restart both ONT and Router after 20mins from now and ensure you do not press the WLAN Key on the side of the White ONT. We have conducted a reconfiguration test, so please follow the steps given and thereafter call Axxess tech support team to reconfigure your service.
Zoom fibre's reply18 Jun 2022, 13:16
Official
Hi Lester, please ensure your ISP router is connected to LAN1 on the Hauwei ONT and WAN or Internet Port on the ISP Router. Please restart both ONT and Router after 20mins from now and ensure you do not press the WLAN Key on the side of the White ONT. We have conducted a reconfiguration test, so please follow the steps given and thereafter call Axxess tech support team to reconfigure your service.