FrogFoot Fibre installation process

Stillie

Stillie

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Good day all,

I was wondering how long it has taken you (who have had Frogfoot fibre installed) to have your fibre installed into your premises?

I ordered fibre on the 22nd May through Cool ideas. Where i am staying i have a fibre line right into my house:

fibre line.jpg

the only thing missing is the FrogFoot CPE
Frogfoot CPE.PNG
and the router.

According to Cool Ideas i need to get a call from FrogFoot to setup an installation date, that was a week ago but I cannot call FrogFoot directly. I have to go through the ISP, which I get but damn does it make getting any info next to impossible.

So was wondering if nearly a month later to install a CPE and Router is the right length of time for a Frogfoot installation?

thanks all
 
Shouldn't take that long, especially if the area is live. Also if they already installed the line into your house, they would normally install the ONT as well. Did the previous tenant/owner take the ONT as they are assigned to your residence, not the person staying there.
 
Syphonx said:
Shouldn't take that long, especially if the area is live. Also if they already installed the line into your house, they would normally install the ONT as well. Did the previous tenant/owner take the ONT as they are assigned to your residence, not the person staying there.
Click to expand...
The previous tenant had fibre and they took the ONT so its not a full installation but its taking so long and its frustrating running rain at the moment max speeds of 4Mbps.

Well i guess there is nothing i can really do about this, just have to wait
 
Stillie said:
The previous tenant had fibre and they took the ONT so its not a full installation but its taking so long and its frustrating running rain at the moment max speeds of 4Mbps.

Well i guess there is nothing i can really do about this, just have to wait
Click to expand...
You should ensure that CI is aware that the ONT was removed. Additionally maybe get the FrogFoot order/line ref from CI and message on social media.
 
Syphonx said:
You should ensure that CI is aware that the ONT was removed. Additionally maybe get the FrogFoot order/line ref from CI and message on social media.
Click to expand...
CI know about it because i have to go through them to talk to FF, i have messaged on Social media and just get a generic response (it is still within the lead time of maximum 4 weeks)
 
Stillie said:
I have last week and got the exact response (as per social media) Word for word
Click to expand...
Hi there, if you have not been contacted with regards to your installation, please log a ticket with your ISP so that we can assist you. Sorry that you have been waiting for so long!
 
Frogfoot Fibre said:
Hi there, if you have not been contacted with regards to your installation, please log a ticket with your ISP so that we can assist you. Sorry that you have been waiting for so long!
Click to expand...
I have had a ticket logged with them since the 22nd, They have requested feed back from FF a couple times and have heard nothing. They have requested feedback again today, lets see if @Frogfoot Fibre get back to me.

I just need someone to come install the CPE and a configured router, thats it. 5 weeks and still waiting
 
My new line was just installed today (Supersonic / Frogfoot / Cape Town). It's just over a month since I ordered it (and maybe 100 follow up messages from me to Supersonic).
 
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hj2k_x said:
My new line was just installed today (Supersonic / Frogfoot / Cape Town). It's just over a month since I ordered it (and maybe 100 follow up messages from me to Supersonic).
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Sigh.... in struggling to work with a rain line of less that 1Mbps. Its frustrating to have to constantly follow up on a new line. It worries me about the after sales service now
 
Stillie said:
Sigh.... in struggling to work with a rain line of less that 1Mbps. Its frustrating to have to constantly follow up on a new line. It worries me about the after sales service now
Click to expand...
Cool Ideas seems to have good reviews. Supersonic not so much.
 
hj2k_x said:
Cool Ideas seems to have good reviews. Supersonic not so much.
Click to expand...
Just want to mention from what I have experienced in the past and now, cool ideas has great after sales service, but if I ever have to deal with Frogfoot, that's what I'm concerned about. They seem to be a bit slack on the customer service.

Thats my worry
 
Stillie said:
Just want to mention from what I have experienced in the past and now, cool ideas has great after sales service, but if I ever have to deal with Frogfoot, that's what I'm concerned about. They seem to be a bit slack on the customer service.

Thats my worry
Click to expand...
Bug cool ideas once a week to put presure on frogfoot, from date of our area went live to installation was just over 1 month.
People in our neighborhood had waiting times of over 2 months.
 
thehuman said:
Bug cool ideas once a week to put presure on frogfoot, from date of our area went live to installation was just over 1 month.
People in our neighborhood had waiting times of over 2 months.
Click to expand...
I get this time frame if the line needs to be trenched and run
 
Stillie said:
I get this time frame if the line needs to be trenched and run
Click to expand...
No trenching requited for me. In fact they just tapped into an existing fibre line already going into the property.

The Frogfoot installers with whom I've dealt have been great. Quick and professional. It just takes ages to get them to come in the first place...
 
Stillie said:
The previous tenant had fibre and they took the ONT so its not a full installation but its taking so long and its frustrating running rain at the moment max speeds of 4Mbps.

Well i guess there is nothing i can really do about this, just have to wait
Click to expand...

You could have skipped the install fee and had fibre already if the previous tenant did not take the ONT. If the previous tenant left the ONT it was just a provision but because the ONT has been taken away this now turns into a new install and the install estimate time will apply unfortunately. Also means you need to pay for install if the ISP charges for new installs.

Once again to anyone that sees this. DO NOT TAKE the ONT. The ONT stays at the property that is was installed in and it may not be removed at all as it remains the property of the FNO.
 
cavedog said:
You could have skipped the install fee and had fibre already if the previous tenant did not take the ONT. If the previous tenant left the ONT it was just a provision but because the ONT has been taken away this now turns into a new install and the install estimate time will apply unfortunately. Also means you need to pay for install if the ISP charges for new installs.

Once again to anyone that sees this. DO NOT TAKE the ONT. The ONT stays at the property that is was installed in and it may not be removed at all as it remains the property of the FNO.
Click to expand...
Luckily I dont have to pay the install fee. I also get that its classed as new install. Frogfoot have said it can take up to 4 weeks to do the installation. Its the 5th week now
 
So apparently my ticket has been escalated to 'higher management' at FrogFoot after i called Cool Ideas now.

Lets see if anything happens now...
 
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