Frogfoot response to network outage complaints

Jan

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Frogfoot explains flurry of network outages

South African fibre network operator Frogfoot says that fibre-to-the-home outages and slowdowns experienced by customers in several provinces over the past few weeks were nothing out of the ordinary.

MyBroadband recently received several emails from disgruntled Frogfoot Fibre customers, primarily from the Western Cape and Eastern Cape, complaining about frequent, sometimes days-long network outages.
 
Frogfoot also said that its backup systems maintained an average uptime of 99%, supplemented by contingency measures during rare outages.
They claim 99% uptime, which equates to an outage of 7.2 hours every month.
 
Problem is, you contact your ISP Afrihost and Fibre provider Frogfoot, the issue is on their side but they want me to perform 101 tests... Sies man!!!
 
This is my uptime over two years for the total, started in Jan 2023.
this year has been dragging down the average.

99.8606 % uptime works out to following periods of downtime

  • Daily: 2m 0.44s
  • Weekly: 14m 3.1s
  • Monthly: 1h 36s
  • Quarterly: 3h 1m 47s
  • Yearly: 12h 7m 9.1s
Screenshot 2024-03-08 at 13.40.43.png
 
A couple of weekends ago - yet another outage - logged call with Cool Ideas and sent an email to Frogfoot. Cool ideas came back that they had received information that Frogfoot was having issues - Frogfoot phoned me back on Monday and even after checking with internal - said - We had NO issues this weekend.......

My router recorded 23 re-connects in February - not to mentioned all the times there is NO bandwidth for a few minutes to their DNS not working (good thing I'm using their DNS servers).

Between Cool Ideas and Frogfoot - I haven't had such an unstable connection since early 2000's when I was running dial-up modem........

ooohhhhh, forgot to mentioned that a change of ISP on the Frogfoot network takes about 3 days where you have NO Internet - and Frogfoot considers this perfectly normal!!!!!!!!!

Seriously considering giving Openserve and "some other ISP" a try - open to ideas.....
 
Been fighting with them for several weeks and posted loads of tests here: https://www.facebook.com/groups/450563922972887, got feedback from Frogfoot and as per their rep they are replacing hardware in our area on the 7th, 8th and 9th of this month, you can read trough the posts on the Facebook group.
I sent MyBB an email a week ago, and am happy to see that they started looking into this issue. @AfriGuy @Afrigirl & @AfriFella would be nice if we could get you guys on Facebook also. Pity when I complained on Twitter Afrihost seemed to not take it serious.
I hope Frogfoot gets their ducks in a row and get their network sorted in the Western Cape region as there are constant issues here and in the PE region. I f I had the option I would have chnaged FNO a long time ago.
More eyes we get on this the quicker it might get resolved.
 
My router recorded 23 re-connects in February - not to mentioned all the times there is NO bandwidth for a few minutes to their DNS not working (good thing I'm using their DNS servers).

Between Cool Ideas and Frogfoot - I haven't had such an unstable connection since early 2000's when I was running dial-up modem........

And people look at me funny when I recommend telkom/openserve. My ADSL felt more stable than my fibre and I could bypass the stupid troubleshooting, get a ticket logged, and get the problem resolved, same day/week.

On average, my first feedback (with the stupid troubleshooting) on the tickets that I log with my ISP on Frogfoot, reaches me after the issue has resolved itself. By then, a speed test will be useless. By then the dropping has stopped. And because there is nothing wrong, nothing is logged upstream and never looked at. Only to happen again a few weeks later. Rinse repeat
 
South African fibre network operator Frogfoot says that fibre-to-the-home outages and slowdowns experienced by customers in several provinces over the past few weeks were nothing out of the ordinary.


Yes, their service has always been terribly unstable and offline regularly.
Unbelievable that they think it's acceptable and are seemingly proud of that?

The last @Frogfoot Fibre outage I had was......


Oh right, 10:30 this morning. 2 outages in rapid succession.
I know it's not just me as I spoke to a client shortly afterwards on Frogfoot FTTB and they mentioned that their radio stream cut off for about 20 seconds.


Frogfoot FTTB and FTTH seemingly runs over the same routes as their uptime in George is identical from what I've seen. When the one is down, the other is as well.

I've never had such an unstable connection since the 56k dialup days. When ADSL and VDSL came to town, outages were exceedingly rare for all my years.
Now it's a daily occurrence on Frogfoot, aka Vrotvoet as the locals call them.
 
*Still laughing in DSL*

Like that 2.0 l 16V Turbo motor that you have in your CitiGolf vs my standard Ibiza 2.0.

You can have your "speed" but you will never have my stability/reliability!
 
Frogfoot explains flurry of network outages

South African fibre network operator Frogfoot says that fibre-to-the-home outages and slowdowns experienced by customers in several provinces over the past few weeks were nothing out of the ordinary.

MyBroadband recently received several emails from disgruntled Frogfoot Fibre customers, primarily from the Western Cape and Eastern Cape, complaining about frequent, sometimes days-long network outages.
Only 5% of its customers logged a ticket, is that supposed to be a good number? Am I missing something here
 
I think those numbers are skewed, like my self I think a lot of people don't report.
if I see its a general area issue I ain't going through the call centre the 20 minutes of switch on and off plug unplug to be told there is an area outage.

Only 5% of its customers logged a ticket, is that supposed to be a good number? Am I missing something here
 
From my own experience, when querying an FNO they direct you to your ISP.
 
Only 5% of its customers logged a ticket, is that supposed to be a good number? Am I missing something here
If you believe that, you'll believe anything! Reports from ISPs would have been a better yardstick.

Outages are regularly reported in the western suburbs, especially.
 
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