A Ghost terminated my Frogfoot line (Yet Again!!)

ld13 said:
Seems like a ghost terminated my one @Frogfoot Fibre line. Being stonewalled from frogfoot's side. @Frogfoot Fibre do you have a PAIA Manual, in terms of Section 51 of the Promotion of Access to Information Act, 2000 (Act No. 2 of 2000) available for me?
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This might have been done in error by the ISP? Most support employees have access to portals that assist with troubleshooting. You might need to contact your ISP.
 
AfriNatic said:
This might have been done in error by the ISP? Most support employees have access to portals that assist with troubleshooting. You might need to contact your ISP.
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Wrong details printed on the ONT. So the ISP initially reported the wrong line. After a lot of to and fro, I just learned that the line was terminated by null

In my opinion it should be a simple process to restore the line, no?
 
ld13 said:
Wrong details printed on the ONT. So the ISP initially reported the wrong line. After a lot of to and fro, I just learned that the line was terminated by null

In my opinion it should be a simple process to restore the line, no?
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If the line has been terminated you would need to get the ISP to place a new order as a migrate in. I have not dealt with a link that has been terminated and be re-instated but as far as I know that would not be possible and FrogFoot would require a new order.
 
AfriNatic said:
If the line has been terminated you would need to get the ISP to place a new order as a migrate in. I have not dealt with a link that has been terminated and be re-instated but as far as I know that would not be possible and FrogFoot would require a new order.
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If they made a mistake, they (frogfoot or ISP) must order it themselves quick quick and get the user back online...
 
Frogfoot Fibre said:
Hi there, our sincerest apologies for the inconvenience caused. Unfortunately you will please need to ask your ISP to assist you with this issue.
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Of course. You just want to do the fibre side of things and do not want to get involved when someone messes up.

At this stage I have no choice but to blame you @Frogfoot Fibre, as well as your contracted installer, Syncrosec as well as @AcceleritZa. Someone messed up and I have no issue standing down once we can just get my line restored. But that seems to be one big pipe dream at the moment.

@Frogfoot Fibre kindly confirm if you have a PAIA Manual.
 
ld13 said:
Of course. You just want to do the fibre side of things and do not want to get involved when someone messes up.

At this stage I have no choice but to blame you @Frogfoot Fibre, as well as your contracted installer, Syncrosec as well as @AcceleritZa. Someone messed up and I have no issue standing down once we can just get my line restored. But that seems to be one big pipe dream at the moment.

@Frogfoot Fibre kindly confirm if you have a PAIA Manual.
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Hi there, kindly note that we don't load cancellation tickets as this is only done by ISPs. Therefore we must please ask that you address that with your ISP. We can, however, see that a new order was sent through yesterday, and our team will revert as soon as possible. Our sincerest apologies for the inconvenience caused.
 
Frogfoot Fibre said:
We can, however, see that a new order was sent through yesterday, and our team will revert as soon as possible. Our sincerest apologies for the inconvenience caused.
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News to me. Thank you for that. Kindly push them (your team) for an urgent resolve, if you don't mind, and feel free to offload on the ISP.

@Frogfoot Fibre will this have to go via an installer as a 'new' install? If so,could you PM me the FRG number and I will I will gladly chase them up personally.
 
So everything finally came back to life - still trying to get assurances that it will not happen again...
 
So, this is set to happen again.

Response to a random ticket, by Accelerit, after they merged tickets and whatnot:
Kindly note we could note downgrade your line [xxx] on froogfoot portal because its saying a cancellation ticket was logged for to this address to be effective on 21 November. Please advise if you requested cancellation of that line

1. I did not request a downgrade
2. I did not request cancellation

@Frogfoot Fibre Do you not like me or something? How on earth does this keep on happening?
 
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  • Angry
Reactions: Yuu
Getting your Frogfoot Fibre line might end up being a blessing in disguise. Otherwise you face 4 consecutive days of maintenance like we have from tonight! That's after 2 days last week and an outage yesterday.

I'll be switching once Openserve finish trenching. VUmatel is too expensive. Frogfoot too unstable. If that's your only option, I hope you get another FNO trenching to have that option.
 
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