Frogfoot Port Elizabeth

Conack said:
Frogfoot George dropped completely this morning just before 10. (At least little to no packetloss today other than that)

View attachment 1748400
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Hi Conack. The technical team has acknowledged that there was an issue in the morning. Please provide us with your details and we will be able to assist further.
 
Frogfoot Fibre said:
Hi Conack. The technical team has acknowledged that there was an issue in the morning. Please provide us with your details and we will be able to assist further.
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Thanks for replying.

George Frogfoot:

The problem is that there is packetloss and dips on the Frogfoot network throughout the entire George (and I believe some surrounding areas too), on an extremely regular basis.

It appears to be an infrastructure problem, faulty hardware or incorrectly set up as the latency doesn't even increase when there's congestion - it's just straight to packetloss.

This morning (other than the one outage) has been the best the line has looked in a while:
1722596548255.png


However, 9/10 days, the line looks like this:
1722596585360.png

Regular packets dropped every few minutes.
Sometimes the "micro-drops" as some call it, when we disconnect for a second.

The old people in the area who just streams netflix don't notice it like people who uses VOIP or similar services which needs a constant stable connection.

So unfortunately, instead of 99% of the people complaining, it's only those who do "a bit more" with their Fibre internet.

I don't log tickets anymore either (same as almost everyone I know), because nothing will get done.
A technician will call the next morning saying "We can see your internet is back on, so all is fine".

That reply comes in answer to a ticket which indicates: There is SEVERE packetloss.
No one said the line is off. But unfortunately, the ISP's log an issue with Frogfoot, and Frogfoot "sees nothing wrong", which is then sent back to the client.

The problems are almost always there - so how do you log a ticket for something that is endemic from day 1?

Frogfoot appears to be happy to make money while delivering unstable connectivity which is "good enough" for ouma and oupa.
It's a disgrace.
 
Conack said:
Thanks for replying.

George Frogfoot:

The problem is that there is packetloss and dips on the Frogfoot network throughout the entire George (and I believe some surrounding areas too), on an extremely regular basis.

It appears to be an infrastructure problem, faulty hardware or incorrectly set up as the latency doesn't even increase when there's congestion - it's just straight to packetloss.

This morning (other than the one outage) has been the best the line has looked in a while:
View attachment 1748411


However, 9/10 days, the line looks like this:
View attachment 1748412

Regular packets dropped every few minutes.
Sometimes the "micro-drops" as some call it, when we disconnect for a second.

The old people in the area who just streams netflix don't notice it like people who uses VOIP or similar services which needs a constant stable connection.

So unfortunately, instead of 99% of the people complaining, it's only those who do "a bit more" with their Fibre internet.

I don't log tickets anymore either (same as almost everyone I know), because nothing will get done.
A technician will call the next morning saying "We can see your internet is back on, so all is fine".

That reply comes in answer to a ticket which indicates: There is SEVERE packetloss.
No one said the line is off. But unfortunately, the ISP's log an issue with Frogfoot, and Frogfoot "sees nothing wrong", which is then sent back to the client.

The problems are almost always there - so how do you log a ticket for something that is endemic from day 1?

Frogfoot appears to be happy to make money while delivering unstable connectivity which is "good enough" for ouma and oupa.
It's a disgrace.
Click to expand...
Hi, we do understand, and we do apologize. Thank you for the images, please also provide us with your Name & surname of the account holder and your contact details on email at [email protected].
 
My authentication through Axxess failed just before midnight last night ; first time in months it's happened.

Took until 1h20am to get it up and running again. Axxess replied to my ticket after 4am, so don't believe it was their intervention that got it sorted out ; maybe Frogfoot behind the scenes ?

Is this a case of "collateral damage" ? - FF fixing some areas (Mossel Bay etc) and then affecting others in the process (PE / Gqeberha).
 

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BCR said:
My authentication through Axxess failed just before midnight last night ; first time in months it's happened.

Took until 1h20am to get it up and running again. Axxess replied to my ticket after 4am, so don't believe it was their intervention that got it sorted out ; maybe Frogfoot behind the scenes ?

Is this a case of "collateral damage" ? - FF fixing some areas (Mossel Bay etc) and then affecting others in the process (PE / Gqeberha).
Click to expand...
Good day, please note that we were in contact with Axxess and they have confirmed that they were having issues with their DHCP servers and starting sessions. The Frogfoot technical team has confirmed we are learning the link bi-directional through our network (CPE MAC reaching through to ENNI and Core MAC reaching back). There is/was no issue on the Frogfoot side.
 
Frogfoot Fibre said:
Good day, please note that we were in contact with Axxess and they have confirmed that they were having issues with their DHCP servers and starting sessions. The Frogfoot technical team has confirmed we are learning the link bi-directional through our network (CPE MAC reaching through to ENNI and Core MAC reaching back). There is/was no issue on the Frogfoot side.
Click to expand...
Thanks - really appreciate your detailed feedback.
 
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