Frogfoot Cape Town

riscbroker said:
This is what they sent me earlier today when I bitched at them:

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I see there COO is here:

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Would be nice if we had direct contact details for him......
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It won't solve anything being in contact with the COO. They are in a crisis and is delegating disaster management. Bad situation, and not one I like. I don't know what went wrong, but their solution in my view wasn't lab tested and it is now a in production meltdown. This is what happens when you expedite without a plan, and I do question their redundancy. Really poor business continuity, but the end user have no play in this.
 
Also, their customer care dept responds fairly swiftly if you moan on HelloPeter, I think I'll make my way over there again.
Fulcrum29 said:
It won't solve anything being in contact with the COO. They are in a crisis and is delegating disaster management. Bad situation, and not one I like. I don't know what went wrong, but their solution in my view wasn't lab tested and it is now a in production meltdown. This is what happens when you expedite without a plan, and I do question their redundancy. Really poor business continuity, but the end user have no play in this.
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Understood, but if we adopt the typical SA attitude of "don't complain" then I don't think the service providers are cognisant of how irritated people are.
 
For context, my connection was down totally for the whole of last weekend, restored Monday morning, sporadic on/off then off from early this morning., Nearly 7 days of trouble. Not to mention the cost of phone calls and mobile data and the added insult of having to deal with Telkom.
 
riscbroker said:
Also, their customer care dept responds fairly swiftly if you moan on HelloPeter, I think I'll make my way over there again.

Understood, but if we adopt the typical SA attitude of "don't complain" then I don't think the service providers are cognisant of how irritated people are.
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You vote with your wallet, our wallets still allow choice unless you are locked into one single FNO.
 
Fulcrum29 said:
You vote with your wallet, our wallets still allow choice unless you are locked into one single FNO.
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Sadly, that is the situation where I am. I checked the reviews for Frogfoot before signing up, and they were/are truly horrific, but my only other option was LTE, which I will now have to explore.
 
Disappointing. We've been down since 4am and still down. Makes WFH extremely challenging. Cell signal here is almost non-existant.
 
As per @Fulcrum29 above - I found a FF tech outside a few minutes ago, seems FF in Cape Town tried to apply a network upgrade last week Thursday, things went south from there.
 
My major complaint is that the outage info is not conveyed to the ISP - in my case, Telkom. This results in the hapless customer having to contact the ISP, who goes through the whole rigmarole of router reset, change password etc before eveeeeeeeeentually checking on Frogfoot and discovering that the problem is on their (FFs) end. I can only guess why FF would not want to make outage info available to ISPs.
 
riscbroker said:
My major complaint is that the outage info is not conveyed to the ISP - in my case, Telkom. This results in the hapless customer having to contact the ISP, who goes through the whole rigmarole of router reset, change password etc before eveeeeeeeeentually checking on Frogfoot and discovering that the problem is on their (FFs) end. I can only guess why FF would not want to make outage info available to ISPs.
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Hi, @riscbroker thank you for your feedback. Please note we have sent out formal communication to all ISPs on the Frogfoot Network.
 
hj2k_x said:
Disappointing. We've been down since 4am and still down. Makes WFH extremely challenging. Cell signal here is almost non-existant.
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Hi, @hj2k_x our teams are working on resolving the issue with urgency. We will update you as we receive feedback from the team.
 
williamveeden said:
Frogfoot says there are issues reported in the Western Cape and Eastern Cape and that their engineers are attending to the outages.

My question is how is it possible that these issues are not sorted out? I stay in Burgundy Estate, Cape Town and have almost daily outages. I am becoming fed-up with their service outages. I am working from home and this is absolutely shocking service.

@Frogfoot Fibre The same problem isnt supposed to constantly occur if engineers are attending to it.

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Hi, @williamveeden
Frogfoot would like to assure all customers that this is receiving critical attention within the Frogfoot Team with every effort to resolve it as soon as possible. We will keep customers updated as we progress.
 
Frogfoot Fibre said:
Outage Update | Western and Eastern Cape
The workaround that the Core team implemented is not working as expected.
The Core team continues to work on alternatives to restore impacted clients.
A follow-up session with the hardware vendor is scheduled for 15:00 to give feedback on the information provided earlier.
Update to follow once the session has been initiated and feedback received.
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15:00 tomorrow?
Its past 3pm
 
pmurgs said:
Fish Hoek has recently had some outages as well in the last week.
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Hi, @pmurgs
Frogfoot would like to assure all customers that this is receiving critical attention within the Frogfoot Team with every effort to resolve it as soon as possible. We will keep customers updated as we progress.
 
thehuman said:
15:00 tomorrow?
Its past 3pm
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Hi, @thehuman unfortunately, we don't have an estimated time to recovery, however, we are trying our best to resolve the issues as soon as possible. Our sincerest apologies for the inconvenience caused.
 
Frogfoot Fibre said:
Outage Update | Western and Eastern Cape
The workaround that the Core team implemented is not working as expected.
The Core team continues to work on alternatives to restore impacted clients.
A follow-up session with the hardware vendor is scheduled for 15:00 to give feedback on the information provided earlier.
Update to follow once the session has been initiated and feedback received.
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Let us know the moment you guys have the situation under control. Frustrations are rightly to be expected.

Good luck.
 
Important notice update re: Western Cape and Eastern Cape Outage

Dear Customers

The Frogfoot team, in conjunction with our equipment supplier, has been working on this outage affecting Western Cape and Eastern Cape customers with urgency.

In order to work on the links, the team will be implementing a change window at 17:00, ending at 19:00 on 2 June 2022.

This is necessary to ensure we are working towards a resolution.

Please expect Intermittent connectivity, with periods of hard down between 30 minutes to 1 Hour.

Areas affected: Knysna, Mossel Bay, George, Darling, Noordhoek, Fish Hoek, Franschhoek, Uitenhage, Caledon, Port Elizabeth, Swellendam, Oudtshoorn, Rondebosch, Rondebosch-2, Grahamstown, Cape Town CBD, Bellville, Pinelands, Montague Gardens, Sunnydale, King Williams Town, Matroosfontein, Wynberg, Goodwood, Delft, Blue Downs, Hout Bay, Blouberg, Stellenbosch, Somerset West, Paarl, Atlantis, Isando, Yzerfontein.
 

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Fulcrum29 said:
Let us know the moment you guys have the situation under control. Frustrations are rightly to be expected.

Good luck.
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It has literally become a laughing matter. No frustrations anymore. I am busy making plans to move off Frogfoot and Vox.
If Rain doesn't work out, I will hand it back and end up paying more for Vumatel.
 
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