Axxess Reviews 101

The worst network ever, keeps dropping and fails to reconnect when you call to log a complaint they put you on hold and drop the call , never got any assistance till now I’m migrating to another service provider this month

Beware of Axxess—absolute ******!

We’ve been loyal customers at our head office for years, but when we recently had to relocate to another office in the same building, their true colors showed. We followed their process on the dashboard: click “Move House” to cancel the old line and set up a job card for the new one. There was even a handy dropdown menu to pick our move date. A few weeks later, Openserve came to connect the new line. Simple, right? Wrong.

This month’s bill hit us like a slap in the face—they charged us full price for both lines!

Turns out, even if you move happens in the same month, you have to still pay for another 30 days even without using the line. I was also told by their staff that my line will only cancel at the end of May, this means I will pay for 2 months for a service I do not use. That is an extortion of R3000 for this service.

We’ve been shelling out over R3000 a month to them, faithfully paying for their service for probably 5+ years, and this is the thanks we get?

We don’t waste time with shady outfits like this. We’re taking our business elsewhere. Penny wise, pound foolish, Axxess—you’ve just lost a long-term client.

Congrats on clinching the worst customer experience award for 2025!

Emotional staff, poor connection, expensive, bad management, endless excuses, poor signal reception.

Avoid this money-grabbing unethical company at all costs.

It should be ZERO stars!! Most of the time without internet, but we must pay judt over R1000 pm, for what?? For NOTHING. You Axxess, must remove yourself from business. And it is not 1 day a month, but every week!!!

Network keeps dropping regularly (no matter where my router is located). Tickets takes long to be resolved. The worst thing for me is how expensive they became. Mu package started out at a reasonable price. But over the past 2 years, the price of the package went up by R317 at the cost of losing connectivity even more regularly. For the prices I'm paying, I could just as well be flushing my money down the drain.

What a joke of a company. I can write a book about how bad my experience has been. But I don't want to waist your time.
Rather just take the points :
- Bad internet speed ( drops the whole time )
- Bad customer care ( like speaking to an AI bot, all says the same response )
- delivery takes ages
- you pay cheap.... Get CHEAP
- don't care about their clients at all
- when you give them feedback they SLAM you down. Instead of taking it and trying to improve.

STAY AWAY!

Avoid Axxess at All Costs – Terrible Service!

If you’re considering Axxess for your internet, STAY AWAY! Their service is an absolute nightmare. Every two months, my internet randomly drops, forcing me to call support and log a fault. And guess what? It takes almost a week to get it fixed—a full week of downtime with no internet!

Ever since Axxess switched to PPPoE, their service has gone downhill fast. Their call center is a joke—you get passed from one agent to another with zero resolution. Nobody knows what they’re doing, and you’re left frustrated, without internet, and with no real help.

If you value reliable internet and decent customer support, DO NOT sign up with Axxess. There are far better options out there.

Great service.

Serious problems with issues of bandwidth.

I'm advised that only "they" can change modem passwords.

I suspect that my bandwidth has been compromised but my technician has been blocked from changing my password.

I’ve reported the disconnection issue multiple times via WhatsApp and the chat portal, yet the problem persists. In the last three days, our internet has disconnected 10 times. My wife works from home, and despite my request for a technician to test the line, Axxess has not sent anyone. The only response I’ve received is that the issue is on my side.

Since 25th October 2024 and even now as I write this review I have no connectivity on my one Fibre line. Today will be the 9th day of no connectivity. It is a Dental Practice. So patients cannot phone in since of course the VoIP service is down also. They cannot confirm medical funds either via phone or using portals provided by most medical aid providers. To do so they need to make use of they mobile devices.

During this period of time I provided a mountain of evidence that the problem is not on our end, from log files to screenshots to photo's of the OTN/Fibre Box (which is fine)

1. Tickets logged are not being responded to, just closed
2. I have been lied to by being told in writing that the service will be up by the 30th of October which have now been days.
3. They ask people to rate them on google maps to stand a chance to win which I find unethical and I wrote my own review and an 'escalation manager' did phone me on Friday 01-11-2024 after I explained all the issues and efforts I did on my part (~45 minutes worth of time spend) and he told me that he will look into it but yet here we are, in fact when I talked to a support agent they told me that ALL tickets have been closed
4. The condescending manner in how I am treated is something I will not tolerate.

This is completely and utterly unacceptable. So much so, I had NO CHOICE but to sign with another ISP to install Fibre at that location and had I not been lied to by being told it WILL be resolved by the 30th of October 24 I would have done so sooner but as result now I have to wait. THE ONLY saving grace is that the ISP I have signed up with for a Fibre connection is using a different Fibre provider in that location.

I have had bad service in my life, but this is BY FAR the worst not only in respect to being treated like I am not even a client but the damage done to resulting from the Dental practice not able to as mentioned and having to use they mobile provider to function to a certain extent.

This review is backed by objective and factual evidence.

Made us pay for a service that i ddnt receive becaise its a month to month payment
Worse sevice day light robbery

I have a 500/500 fibre services from Axxess / Metrofibre that runs erracticlly between ZERO, 7 kb/s and 16 Mbps download.

Day-tafter day (sunce Theusday 22 Oct 2024), they close tickets, despite nothing being resolved and innumberale hone calls, emails, online logs and ONT speedtest screen shots.

Metrofibre is clearly throttling the so called "unshaped, uncapped" package (R400 pm), Axxess agents are useless, and Metrofibre laughs all the way to the bank.

CANCEL them. Even a data stick is better than these clowns

Third evening with no internet access.

Poor technical support. Multiple calls with the same feedback. Still no network.

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.