I recently assisted a friend with setting up their internet at a new premises.
The existing ISP is Vox Telecom, with Frogfoot as FNO (Fibre Network Operator).
The Internet is 20Mbps Premium Business Fibre R2494.26/month
These speeds are not sufficient for the Office, so I contacted Vox Telecom to assist with an upgrade.
I was made aware that there was around 3-4 months remaining on the existing contract, with a buyout clause should we require to change the SLA to Standard Business.
The Premium Business line becomes quite expensive if you want 200Mbps Premium R5288.85 /month with a setup fee of R4887.50
I made a call to request whether the line could be changed to Standard Business, since we do not require the same SLA (Service Level Agreement) of the Premium Business Fibre.
Eugene from Vox Business then confirmed via WhatsApp voicenote and various chats - that Frogfoot are pushing back on the change since they are going to be losing money if the SLA is changed.
I asked if it would be possible to make the change, considering that they would be retaining a Customer - as my friend considered rather doing a buyout clause and moving ISP.
I was then quoted R 3621.35 /month and asked to sign a 24month contract - which was agreed upon.
A LOT of back and forth the ensued, because of their eContracts acceptance method - which works horribly by the way, this delayed the process even further.
All documentation was finalized 21 January 2025, and an expected turnaround of up to 10 Business days was mentioned by Eugene.
I accepted this as a requirement and waited, constantly checking in with Eugene on the progress of the order - only to be told that they where waiting on Frogfoot to create a new path for the fibre on the backend, and that there was no knowing how long it could take.
Most recently Eugene stated the following: "We are waiting on frogfoot to do the change over and as I said before we dont normally move over from business premium to standard and increase the speed, tis was a special Favour they did to accommodate the client. I cant say how long frogfoot is goint to take, i have followed up with them again"
There are no favours here - we pay Vox Telecom.
I could have cancelled and had 5G internet within 2 days, but chose to give Vox Telecom a chance.
And also shifting responsibility to Frogfoot makes no sense, because from a Customer perspective - I do not deal with Frogfoot - Vox does.
Plus, you are both under the Vivica Telecoms umbrella - so it is not like they are a competitor, or not within communication channels.
