Frogfoot - Pretoria

[Cephas22]

Hi there - turning here because I have nowhere else to go. Been waiting for over a week for someone from Frogfoot to contact me about installing an ONT in my house. There already was fibre here under the previous owners, but for some reason the line is not being released by the previous ISP.

Afrhost was then advised by Frogfoot to rather install a new ONT (what they are calling an 812 device) to get the process going. That discussion was over two weeks ago - still no contact Total process sitting on three weeks now for what I thought would be a simple migration.

Order number: FRG1525962-JHB-B1

Thanks!

 

[AfriNatic]

Hi there - turning here because I have nowhere else to go. Been waiting for over a week for someone from Frogfoot to contact me about installing an ONT in my house. There already was fibre here under the previous owners, but for some reason the line is not being released by the previous ISP.

Afrhost was then advised by Frogfoot to rather install a new ONT (what they are calling an 812 device) to get the process going. That discussion was over two weeks ago - still no contact Total process sitting on three weeks now for what I thought would be a simple migration.

Order number: FRG1525962-JHB-B1

Thanks!

Hi,

Apologies for the issues that you experiencing.

I have reached out to Frogfoot again to make contact with the contractor to arrange for the new ONT. Once I have any feedback I will revert back.

 

[AfriNatic]

Hi there - turning here because I have nowhere else to go. Been waiting for over a week for someone from Frogfoot to contact me about installing an ONT in my house. There already was fibre here under the previous owners, but for some reason the line is not being released by the previous ISP.

Afrhost was then advised by Frogfoot to rather install a new ONT (what they are calling an 812 device) to get the process going. That discussion was over two weeks ago - still no contact Total process sitting on three weeks now for what I thought would be a simple migration.

Order number: FRG1525962-JHB-B1

Thanks!

Hi,

The contractor has indicated they have scheduled you to have the new ONT installed.

 

[Cephas22]

Thanks, yes - just got off the phone with them now. Scheduled for next week Monday only.

This has been a largely dissatisfying journey. I was advised that migration would only take one week, and next week Monday will close in on almost a month since I initiated the order. The contractor told me that they had received the job card last week already, and only contacted me now. I cannot understand the reason for the delay - there is no infrastructure work required as my house already has a fibre line, I literally just need a new ONT installed because for some reason the current line cannot be released by the previous ISP. Which in itself is a problem that I cannot understand.

Working from home has been near impossible and at an additional expense from having to constantly use cellular data to stay connected. I have been a client of Afrihost for years now, and have usually received top notch service, but this has been a poor experience. I expected better from what is supposed to be one of the best ISPs in the country.

 

[AfriNatic]

Thanks, yes - just got off the phone with them now. Scheduled for next week Monday only.

This has been a largely dissatisfying journey. I was advised that migration would only take one week, and next week Monday will close in on almost a month since I initiated the order. The contractor told me that they had received the job card last week already, and only contacted me now. I cannot understand the reason for the delay - there is no infrastructure work required as my house already has a fibre line, I literally just need a new ONT installed because for some reason the current line cannot be released by the previous ISP. Which in itself is a problem that I cannot understand.

Working from home has been near impossible and at an additional expense from having to constantly use cellular data to stay connected. I have been a client of Afrihost for years now, and have usually received top notch service, but this has been a poor experience. I expected better from what is supposed to be one of the best ISPs in the country.

Apologise for this I can imagine how frustrating this is.

The current install is still active with the previous ISP. There is no cancellation loaded. If the previous ISP loaded a cancellation we still needed them to approve an early release as per the procedures for Change of tenant/ISP. After numerous requests the ISP in question has failed or refused to load a cancellation on the existing install causing the delay in your activation.

We decided that it's better to deploy a second ONT on the same TP as that is the fastest way to get you activated as pursuing the cancellation of the existing install is going to cause more lengthy delays.