Axxess Reviews 

I have been a loyal customer of Axxess for many years, always speaking highly of the company and its customer service since I purchased my first 10Mbps ADSL line from you in 2015.

I was so impressed with that experience that I actively pursued an Axxess fibre line for my current service and did not think twice before choosing Axxess as my hosting provider for multiple sites.

Unfortunately, this time my experience has been completely different. Customer service is poorly trained and doesn't seem to care about the customer's issue in the slightest.

It is for this reason that I have cancelled my fibre line, and I am genuinely considering migrating my hosting and domains.

It's disheartening to see a company I appreciated so much fall so far.

Update: This was their response.

Hi Jason,
This is in response to ticket: Complaint, created on 2024-09-16 10:40:04

Thank you for contacting Axxess-Tech Support.

I would like to apologize on the behalf of Axxess for the bad service you received valued client.

Your service will be cancelled on the 30/9/2024.

Yours Sincerely,
Emelio Syse

Bad experience with Axxess, we had a Vodacom deal with them, but their network was so horrible internally and their speeds were very low to non existent. Sending emails would take 30 minutes delay which was bad for our business, we logged calls and they advised we get their router but with our line of experience, that did not convince us as we are a Telecommunication company and know to read signal levels. We were using the routers which they recommended us to use besides their TP Link CPE, just after a month we did tests on MTN and it seemed to have better signal readings than Vodacom. We cancelled the Vodacom plan and migrated to MTN immediately but still had no luck in our goal. Our last option with them was to at least upgrade our plan to 100Mbps up and down thinking we would get the internet stable and a bit faster. We wouldn’t mind if we got at least 30Mbps up and down but that didn’t become fruitful. We honestly wouldn’t recommend Axxess to anyone their service horrible and just waste of time.

This company support team on 2024/08/27 is really bad. I have been on the phone holding for 1 hour and in total of 2 hours and 8 minutes on a call with them until my line just cut with them.

They really don't care.

I only managed to get this names
Sindile.
4 to 11

Ayanda supervisor
Siyabulela

Please be careful of this Fibre company

We applied for wifi services to AXXESS in April 2024. a Week later it was fitted and made a payment to have the wifi activated. When we applied, I mentioned that we will be paying on the 15th of each month as this is payday. We accidently skipped end of May and my wife recieved a message that payment must be made or the service will be suspended. this was a few days before the 15th June 2024. They advised that we send a email and explain that payment will be made on the 15th and we will also pay for JULY 2024. The next morning the wifi was disconnected. They told us the wifi will only be connected once we made a payment. After payment was made, i phoned again and told the we made a payment. Then the frustration of getting connected started. The username changed from Axxess# to FrogfootAir# and the struggle continued for ten days we were without wifi, and everytime i phoned, a fault has been logged or it has been ascalated. 10 days later we were connected. 15 July 2024 i made a double payment. On the evening of 13 August 2024, the wifi was off. I phoned on the 14th to enquire what is wrong because our wifi is disconnected. Only to be informed they’ve apparently migrated all users from a DHCP connection type to PPPOE. So I asked how longe is it going to take, the person I talked to could not tell me, but logged a fault. Everytime I phone or chat on whatsapp, they will escalate the problem. I so hate that word, "escalate" because it is 8days today and we're still without wifi. The funny thing is that after every call or whatsapp, I receive a msg that says I must rate the service rendered by the person who helped me. HOW?

On 1st August 2024 I sent notice of cancellation of my service. The last day being 31st August. 2024. I am told it will only be cancelled on 30 September as I should have cancelled before 5pm on the 31st July 2024 even though on line they say the renewal is 1st September 2024. They claim this is not a full calender month. I have asked for a manager to call me to no avail. I have cancelled my stop order as I have given them a full month's notice. Very sneaky and unethical. This is not the first time I have had issues with Axxess. Afrihost is much better.

My internet was disrupted due to the last mile TT Connect migration, they replaced white box at premise. Immediately thereafter line so bad was not usable.
Axxess had no influence to escalate and resolve, with no response to my prompts, calls or tickets via their console.
My wife and I work from home, so could not conference call or click on anything without time-outs / delays. Took 6 days to resolve by grabbing a technician off the street that was working in the neighborhood. Asked Axxess for compensation for downtime and costs I incurred buying alternative mobile data, which was also poor for working conditions. They refused and therefore have cancelled.

I switched my internet connection to PPPOE last week, and since then, my speed has been fluctuating between 30-50 Mbps. I logged a ticket with Axxess two days ago and followed the consultant's instructions by including screenshots of my speed test results.

Today, I called to follow up on my ticket and was assisted by Siyabulela. He attempted to connect to my PC's control panel, then tried both wireless and wired connections. After a 40-minute call, he informed me that they couldn't troubleshoot using speed tests done over a wireless connection. I was asked to resend the screenshots but this time using a wired connection.

When I requested to speak to his manager, he initially said that no managers were on duty, then later claimed they were working from home. The manager's name is Sinaza, but I have not been able to reach them. Axxess, please resolve this issue promptly and competently.

I'm not happy with Axxess service I regret ever thinking of them they good for nothing sales ppl all the workers Dnt their products or how to solve issues I waisted my airtime with as the were taking me up and down I just gate everything about them so guys as for me axxess is a no go

Terrible service! Paid my invoice at the beginning of the month only to get my line cut off close to the end of the same damn month and being told I have an outstanding balance where no proof of this outstanding balance was given. The service of Axxess is shameful! We work remotely!

since signing my contract, I've encountered persistent issues with slow internet speed.

Despite logging multiple tickets, the problem remains unresolved. As someone who runs a business from home and travels frequently, this has severely impacted my operations and reputation with clients. Despite repeated requests for on-site troubleshooting, I've faced delays and resistance from Axxess due to their "standard procedures."

I reached out to Octotel directly for assistance, and while they were helpful, the slow speed issue persisted even after they replaced the equipment. Consequently, I've been paying for a service I haven't been receiving, leading to increased expenses for alternative connectivity solutions.

Despite escalating my request for a refund over the past six months, I haven't received a response from Axxess. While they've addressed other administrative matters like cancellation fees and router retrieval, the refund on my account remains unresolved.

The team has not responded to my mails, the router has been collected but no refund has been processed

I'm done. Not even wasting more time by writing yet another review that Axxess will ignore.
Now pay just under a R1,000 pm and am constantly having issues. Just find another service provider. Really. It will be better for your physical and mental health as well as your productivity. Although the date for the "issue" is today, it's actually every single damn day

where do I start. One star is even to much. They dont deserve the star. Moved my line to my new house. currently am paying for 100up/100down. line speed is below 2 up and 2 down. been complaining for 2 months yet they open a ticket 48h later they close it. they are billing me full price with out even fixing the problem. when you ask to speak to management they dont exist. this is the worst internet supplier in south africa.

I have been experiencing low speed from my internet connection, I mean 0.27mbps as the lowest and 0.84mbps as the highest.

After struggling for a week with constant reporting this issue to them, using live chats, teleohone calls and emails, finally a consultant named Kwanele told me that this was my regular speed I can upgrade if I want.

Please note that my Sim has 50G of 20mbps and once that is depleted it goes to 2. This past week since that 50Mbpswas still active and still available I never experienced anything resembling that 20mbps or even the 2mbps, geez I would be ecstatic if I can get the 2mnps all month long.

These people do not even attempt to help besides saying run 3 speed tests. I am so sorry to everyone I recommend this company to

Oh wow where do I start. Migrating my line to Axxess was the biggest mistake I could have made. Line speed was so bad I didnt have service for over 2 weeks and was still billed for a service I couldn't use. and paying for a line where the line speed is nowhere near to what I was paying. 50up/50down and line speed was 11.
Gave them a months notice to surrender my line on the 31st of May 2024 to Vuma so that another service provider can take my line over and 3 weeks later, today 14 June 2024, 10 calls later and still have no line connected as Axxess will not release my line. How unfair is this. We work from home and they just don't care.

Second time in 5 months where I have to fight to get the line speed I am paying for with support having aa attitude of you have to jump through hoops with no technical understanding. Just canceled... they just suck

Avoid using Axxess at all costs. Their disregard for customer concerns and relentless pursuit of payment without delivering satisfactory service is appalling. When faced with legitimate issues such as inability to obtain credit or utilize a purchased router, they respond with arrogance. Despite gladly accepting monthly payments, they demonstrate little regard for providing the promised service.

In my experience, after investing in a Huawei 4G CPE 5s router from Incredible Connection, I find myself unable to utilize it due to Axxess continuously blocking it. It's akin to daylight robbery taking hard-earned money without delivering on the agreed-upon service. What exactly am I paying for if not for the service I expect and deserve?

We bought a 40gb package. After a few months we started getting capped ( data finished around the 20th every month). We then decided to increase to 80gb instead of a 10gb top up. Everything was ok for a few months and then we started getting capped around the 20th. We then upgraded to the 120gb package and now we are getting capped around the 20th.

We have one less employ, more load shedding and broken sea cables with holidays and weekends in between and yet we are eating more data. It's daylight robbery.

I called Axxess manager for the 4th time and they told me everything I wrote down that I know they were going to say. Just like robots.

Avoid this company at all costs. We are changing providers ASAP.

Terrible just eveything could possible have gone wrong that could have gone wrong with a router in a whole lifetime

I agree with Vishal Jaynarayan. I have been an AXXESS client for many years and started out as an ADSL line user. Later upgraded to fiber still with the. They were a great company, but over the years they have deteriorated in their service and assistance. Years back, when you called the call center you spoke to real IT technical people who resolved your issues event late at night.

The most ridiculous thing is that they ask you to connect to the ONT with a direct cable from a computer. That is not an issue for me as I am working in IT, but someone like my mother or even my siblings will not know how to do it! And that is everytime their route of action.

That said, via direct CAT 6 cable connection to the ONT I get VUMATEL speeds of 20 to 60Mbps download and 100Mbps upload.

But connected (to my brand new router as AXXESS also blamed the equipment) I get 2 to 10Mbps download and 100Mbps upload speeds regardless if I use WIFI or direct cable connection to the router. It looks like the line is throttled! I am paying for an uncapped, unshaped 100/100 line with my usage only about 100G - 200G per month as I work in the IT industry. I don't do movies etc.

Everytime after logging the calls, it takes some time, then it improves just to deteriorate back to the same problem within a month or two. I cannot keep on logging calls and try to sort my speed out every month or two.

It is very frustrating that one need to go through this lengthy logging process with screenshots and cable swapping to get your line sorted out. It is not user friendly and not the service I expect for the amount of money I pay.

They terrible customer service. Their network coverage is always problematic and have very rude support team. I am currently on a whole month without connectivity on my LTE router. I have made numerous calls to try get connected. You will even run out of airtime with them unable to help you.

They are rude even in their email answers. I have a full month now without connection, tried to cancel the deal and they have the audacity to tell me about the 1 month notice which i had paid for and I still do not have internet. They don't care about their end of the deal. They have failed to provide a service to me yet they want to be paid for it. I think they do not deserve even 1 🌟. I have called to lodge a complain and they put me through to a number that does not work. When i dialed back, they are not answering. Talk about ghetto vibes. This has left a bad taste in my mouth