Frogfoot Gpon FTTH Fibre Performance

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lightpixel

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Hi, is anyone having speed tests results much lower than the paid for speeds in Milnerton on Frogfoot GPON?
My link is testing less than half the link speed for 3 days.

My ISP says monitor, Frogfoot says its not their problem. Is best effort FTTH really so bad?


Frogfoot Fibre Test Results.png
 
Do you have a 500/500 symmetrical connection? If so, then I can understand your frustration.
 
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Yup it’s symetrical. Ftth is already getting bogged down like adsl. Networks are expanding too fast and Frogfoot is taking best effort to a whole new level.
 
lightpixel said:
Yup it’s symetrical. Ftth is already getting bogged down like adsl. Networks are expanding too fast and Frogfoot is taking best effort to a whole new level.
Click to expand...

Indeed. I guess they don't always realize that you can't keep on expanding and expect all customers to get the speed that they pay for without NOT upgrading your infrastructure.
 
I am in Milnerton on frogfoot and with my 100/100 in the peak evening hours (7-10pm) my international connection is between 1-2Mbps, a solid 2% of what I pay for...

I am still trying to figure out if its FF or Webafrica that are at fault... Local connection seems ok
 
Hi there. Well @ least on FTTH. I'm with Atomic, they are a good ISP with a strong network.

Yes this seems to be the norm with SA.

In my research most give a 100 Megabit international breakout which is a max of 12.5 Megabytes per second transfer. Max before overhead. When you then add contention you get down the the low numbers. I did some file transfers over the weekend and got the same results as you. The issue is that there's that not much awesome SA content, all the cool media is outside of SA boarders so a gig Fibre connection is hardly used when you access Netflix etc from abroad. Sad but true. Well that's my experience anyway.
 
Rubilac said:
I am in Milnerton on frogfoot and with my 100/100 in the peak evening hours (7-10pm) my international connection is between 1-2Mbps, a solid 2% of what I pay for...

I am still trying to figure out if its FF or Webafrica that are at fault... Local connection seems ok
Click to expand...

Have you seen any improvement?
 
We reside in Milnerton and we FTTH connection 100 Mbps up and down and the past month our connection especially in evenings has been shaky. Tried phoning them as ISP sent technical support and couldn't find fault on their side and little to help was given. They blaming ISP for connection issues.
 
No one is taking responsibility for this so I am going to do an experiment. I am going to install another Fibre line @ my address through a different ISP but still on Frogfoot and then check the speed. Will post my results here.
 
lightpixel said:
No one is taking responsibility for this so I am going to do an experiment. I am going to install another Fibre line @ my address through a different ISP but still on Frogfoot and then check the speed. Will post my results here.
Click to expand...
In all of our cases it's packet loss so not about taking responsibility, FF just isn't interested.
 
PBCool said:
In all of our cases it's packet loss so not about taking responsibility, FF just isn't interested.
Click to expand...

Agreed, this has been a problem for a while now. That's why I opened this thread asking if FF is intending to take best effort to the same level as Telkom did ADSL. I mean what is the point of having Fibre if latency and packet loss is on a par with ADSL.

As Frogfoot is showing no interest here I would strongly suggest that Milnerton residents show their interest on Vumatel on their site. They need 300 more interests at the time of posting this.

I am a resident and have. They run an active Ethernet network far superior to GPON as each home gets its own Fibre to a switch, not GPON split 64 times. It will be worth having your pavement dug up as you will then truly have choice and not have to settle for second best.
vumatel_milnerton.png
 
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Valued Customers,

This is an official response from Frogfoot.

Frogfoot takes feedback seriously as Frogfoot is committed to be the fibre provider of choice, and we pride ourselves on putting the customer first.

Frogfoot supplies the ISP a connection between the home and Teraco Data Centre in Rondebosch. The ISP is then responsible for supplying internet bandwidth to the home user.

When investigating performance issues, there are usually various factors involved,

  • User’s wifi connectivity.
  • Device that is used for testing.
  • The connection to the Teraco Data Centre.
  • The ISP’s links to the internet.
  • The ISP’s links between international ISPs.
  • The capacity of servers to which the customer connects..

Frogfoot experienced capacity issues in the Milnerton, Parklands and Burgundy areas in early July 2019. This was resolved when the network capacity was upgraded on the evening of 8 July 2019.

There were also a few other individual reports of which the root cause was identified, for each case raised, and successfully resolved after confirming with the customer involved.

Recently Frogfoot has only had a report from a single ISP and has been working with this ISP for the past week to try and get to the bottom of these complaints.

Preliminary testing of the Frogfoot portion of the network has shown no issues. Frogfoot together with the ISP started installing extra testing points in 16 August 2019. Installing all the relevant testing points should be completed by 19 August 2019. Thereafter more testing will be done in order to narrow down the issue, based on the results and trends identified.

Frogfoot, together with this ISP’s assistance, is committed to get to the bottom of any issues that users have been experiencing.

Frogfoot encourages any users to please log speed related issues with their ISP. Please insist that the ISP supply you with a Frogfoot ticket number to confirm that it has been logged.

Kind Regards,

The Frogfoot Team
 
Frogfoot Fibre said:
Valued Customers,

This is an official response from Frogfoot.

Frogfoot takes feedback seriously as Frogfoot is committed to be the fibre provider of choice, and we pride ourselves on putting the customer first.

Frogfoot supplies the ISP a connection between the home and Teraco Data Centre in Rondebosch. The ISP is then responsible for supplying internet bandwidth to the home user.

When investigating performance issues, there are usually various factors involved,

  • User’s wifi connectivity.
  • Device that is used for testing.
  • The connection to the Teraco Data Centre.
  • The ISP’s links to the internet.
  • The ISP’s links between international ISPs.
  • The capacity of servers to which the customer connects..

Frogfoot experienced capacity issues in the Milnerton, Parklands and Burgundy areas in early July 2019. This was resolved when the network capacity was upgraded on the evening of 8 July 2019.

There were also a few other individual reports of which the root cause was identified, for each case raised, and successfully resolved after confirming with the customer involved.

Recently Frogfoot has only had a report from a single ISP and has been working with this ISP for the past week to try and get to the bottom of these complaints.

Preliminary testing of the Frogfoot portion of the network has shown no issues. Frogfoot together with the ISP started installing extra testing points in 16 August 2019. Installing all the relevant testing points should be completed by 19 August 2019. Thereafter more testing will be done in order to narrow down the issue, based on the results and trends identified.

Frogfoot, together with this ISP’s assistance, is committed to get to the bottom of any issues that users have been experiencing.

Frogfoot encourages any users to please log speed related issues with their ISP. Please insist that the ISP supply you with a Frogfoot ticket number to confirm that it has been logged.

Kind Regards,

The Frogfoot Team
Click to expand...

With all do respect - Its not just ONE ISP. If you read this thread you would see that.
There is packet loss on your network in Milnerton, I hope your testing finds it. I have to say, I appreciate the fact that you responded to this thread. Its more than most FNO would do, so thumbs up for that.

As I said I am going to test two ISP's in Milnerton, not one, and will share the results with you.
The reason why users resort to forum's is when they get no response from the people that are supposed to check this, even when we use the correct channels.
 
Frogfoot Fibre said:
Valued Customers,

This is an official response from Frogfoot.

Frogfoot takes feedback seriously as Frogfoot is committed to be the fibre provider of choice, and we pride ourselves on putting the customer first.

Frogfoot supplies the ISP a connection between the home and Teraco Data Centre in Rondebosch. The ISP is then responsible for supplying internet bandwidth to the home user.

When investigating performance issues, there are usually various factors involved,

  • User’s wifi connectivity.
  • Device that is used for testing.
  • The connection to the Teraco Data Centre.
  • The ISP’s links to the internet.
  • The ISP’s links between international ISPs.
  • The capacity of servers to which the customer connects..

Frogfoot experienced capacity issues in the Milnerton, Parklands and Burgundy areas in early July 2019. This was resolved when the network capacity was upgraded on the evening of 8 July 2019.

There were also a few other individual reports of which the root cause was identified, for each case raised, and successfully resolved after confirming with the customer involved.

Recently Frogfoot has only had a report from a single ISP and has been working with this ISP for the past week to try and get to the bottom of these complaints.

Preliminary testing of the Frogfoot portion of the network has shown no issues. Frogfoot together with the ISP started installing extra testing points in 16 August 2019. Installing all the relevant testing points should be completed by 19 August 2019. Thereafter more testing will be done in order to narrow down the issue, based on the results and trends identified.

Frogfoot, together with this ISP’s assistance, is committed to get to the bottom of any issues that users have been experiencing.

Frogfoot encourages any users to please log speed related issues with their ISP. Please insist that the ISP supply you with a Frogfoot ticket number to confirm that it has been logged.

Kind Regards,

The Frogfoot Team
Click to expand...

Hi,

Just a little feedback from one of your customers, use it - don't use it. I have had issues with my frogfoot line since day one. I am in the Sunningdale area in Cape Town. Poor international speeds, especially over HTTP. Surprisingly though in my case at least, this was not related to packet loss. When I signed up, I went with WebAfrica because they had been my ISP for ADSL for many years.

I logged a support ticket with them, and they asked for numerous tests (speedtests, iperfs etc) only to be told that it was a 'FrogFoot' problem. It was apparently escalated to you, but the response from you on the issue was slow. I waited weeks to be told that you had done tests, and everything was fine with my line. WebAfrica insisted the problem was with FrogFoot. And, I as the customer was stuck.

My only real option at this point is to change ISP, as it is the only part of the connection I have control over. I signed up with Cool Ideas - and the problem was still there.

I started the support process with CISP. This dragged on for months, with more of the same. CISP insisting the problem lies with FrogFoot, FrogFoot insisting the problem lies with CISP. Thankfully, Cool Ideas decided to go out of their way to help me, and after some investigation on their end, they realized that traffic over TCP was what was causing the issue. UDP traffic was not affected. They installed a device that tunneled to their equipment over UDP, and my speed problems went away.

So, clearly to me, the problem lies with the connection that you provide and not with the ISP. And, the ISP is fighting an uphill battle with you to prove to you that there is a problem. I've been with you guys for 2 years, and in those 2 years I've had the connection I've actually paid for for 4 months, and only because my ISP cared enough to work around the problems on your network. I have been in endless communication with ISP's, had myriads of test equipment installed to isolate the problem... I hope you realize how frustrating this is as a customer that just wants an internet connection that works.

In my opinion, it seems that the ISP's (those I've dealt with anyway) do not think your network is great - I've had a number of technical people from both ISP's tell me that 'FrogFoot is always a problem' - which says quite a bit about the way you deal with the ISP. Even technical people from your company Vox Telecom seem to agree.

I'd imagine that after hitting their heads against the same wall over and over again, they would rather lose the FrogFoot customers to another ISP so they don't have to deal with you. Perhaps you should not be so dismissive about problems they report.
 
Frogfoot Fibre said:
Valued Customers,

This is an official response from Frogfoot.

Frogfoot takes feedback seriously as Frogfoot is committed to be the fibre provider of choice, and we pride ourselves on putting the customer first.

Frogfoot supplies the ISP a connection between the home and Teraco Data Centre in Rondebosch. The ISP is then responsible for supplying internet bandwidth to the home user.

When investigating performance issues, there are usually various factors involved,

  • User’s wifi connectivity.
  • Device that is used for testing.
  • The connection to the Teraco Data Centre.
  • The ISP’s links to the internet.
  • The ISP’s links between international ISPs.
  • The capacity of servers to which the customer connects..

Frogfoot experienced capacity issues in the Milnerton, Parklands and Burgundy areas in early July 2019. This was resolved when the network capacity was upgraded on the evening of 8 July 2019.

There were also a few other individual reports of which the root cause was identified, for each case raised, and successfully resolved after confirming with the customer involved.

Recently Frogfoot has only had a report from a single ISP and has been working with this ISP for the past week to try and get to the bottom of these complaints.

Preliminary testing of the Frogfoot portion of the network has shown no issues. Frogfoot together with the ISP started installing extra testing points in 16 August 2019. Installing all the relevant testing points should be completed by 19 August 2019. Thereafter more testing will be done in order to narrow down the issue, based on the results and trends identified.

Frogfoot, together with this ISP’s assistance, is committed to get to the bottom of any issues that users have been experiencing.

Frogfoot encourages any users to please log speed related issues with their ISP. Please insist that the ISP supply you with a Frogfoot ticket number to confirm that it has been logged.

Kind Regards,

The Frogfoot Team
Click to expand...

Just discovered this thread and I have similarly poor performance in the Strand on what is suppose to be a symmetrical 500Mbps connection with Frogfoot as the infrastructure provider

701539
 
What this highlighting is that we are actually back to the Telkom days. The Fibre Network Operators are deploying one in an area in a gentleman's agreement that they will not intrude on each other's space, which is why you normally only see one deployment in the area. They need to recover the capital invested, fair enough.

But now that Telkom / OS has announced its deprecating its Copper we are going to be left with no land line and ADSL and one FNO in an area. Exactly the same result as having one Telkom in the 90's. :oops: LOL.

5 Years ago: Please support us as the preferred FNO, Please show interest, meetings, promises, tents and stalls in open fields and shopping malls.

As soon as they reach critical mass with sign-ups they show the customer the finger.
I have been using the internet since 1996 and I can tell you Frogfoot is behaving EXACTLY the same as old Telkom, there is zero difference in how they deal with issues on their network.

Lucky in the CBD's they have reached critical mass and are forced to install next to each other. This forces competition.

I agree with @ tardomatic @ least do not be so dismissive.

My ISP has put hours into this, they are seriously going beyond the call of duty and If I was them I would be irritated.

Internet connectivity must be the only industry in the world where your customer has to spend hours and hours proving you have a problem. It would be like taking your car that has faulty brakes to the dealership and they respond saying prove to us that you've had an accident, please drive into a wall before we believe you. CRAAAAAZY.

Get two FNO's in your area if you can, and VOTE with your feet, life is too short for crappy internet.
 

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This is Somerset West, Heldervue, Frogfoot Fibre, Sunday evening about 8 pm measured wired CAT6
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on a 50/50 Mbps line. Online streaming to overseas websites IMPOSSIBLE!!!!!

The fibre was installed at us and some friends in our neighborhood 3 weeks ago and ever since its impossible to watch online streams in the evening. And as @ @tardomatic @ said already, ISP is blaming Frogfoot, Frogfoot is blaming ISP, and to be left holding the bag are the clients.
This is sad! Very, very sad
 
Having had Cool Ideas struggle for a year to get FF to acknowledge my international speed issue was due to packet loss on the line and having to finally resort to workarounds to solve it. I certainly agree with @tardomatic and others
 
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