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Frogfoot Thread
- Thread starter HartsockZA
- Start date
I think there is something big wrong in that company. Either their engineer quit or they are using an outside contractor and didn't pay them or something.
On Friday I had Axxess and Frogfoot in a conference call where Frogfoot confirmed my suspicion that they currently do not have an open support ticket for this from Axxess. Still we're being told the same thing. This morning I requested this ticket information again from Axxess so that I can find out from Frogfoot what is going on but I don't expect to get this.
We are cancelling at 17:00 if we don't have any reasonable fix or feedback from them.
You can find our official notification to our clients (we copied Axxess is on this) here: https://www.tyrmida.com/NCR-213.pdf
I have made it clear to Axxess that we will publish a full report on this incident to make the public and our customers aware of what we've had to deal with if it isn't sorted out. Refunds will be demanded and if not honored we will take it further. They have made the unfortunate error of affecting 3 separate legal firms who are happy to assist us in this too.
On Friday I had Axxess and Frogfoot in a conference call where Frogfoot confirmed my suspicion that they currently do not have an open support ticket for this from Axxess. Still we're being told the same thing. This morning I requested this ticket information again from Axxess so that I can find out from Frogfoot what is going on but I don't expect to get this.
We are cancelling at 17:00 if we don't have any reasonable fix or feedback from them.
You can find our official notification to our clients (we copied Axxess is on this) here: https://www.tyrmida.com/NCR-213.pdf
I have made it clear to Axxess that we will publish a full report on this incident to make the public and our customers aware of what we've had to deal with if it isn't sorted out. Refunds will be demanded and if not honored we will take it further. They have made the unfortunate error of affecting 3 separate legal firms who are happy to assist us in this too.
Permission to take that letter to Twitter?
ok thats it. im not even giving them 24 hours. i just flooded all their support
normal runaround:
Unfortunately, cancellations require a calendar month notice period. I see you have a fault logged, but there is no feedback as yet, I will request for it
please get someone that can terminate with IMMEDIATE effect my fiber line and refund me the remainder of December to contact me.
im beyond fed up at Axxess now. see Ticket:##706b6b32b2normal runaround:
Unfortunately, cancellations require a calendar month notice period. I see you have a fault logged, but there is no feedback as yet, I will request for it
Last edited:
Absolutely you are very welcome to. Permission granted.
I will also after today make all other correspondence (emails, telephone calls and ticket details) with Axxess public. I have nothing to hide at all. I have never ever experienced this level of clowning incompetence ever it is absolutely crazy. You are welcome to tag me on Twitter too @RobertS63776361
This is to confirm that your service (Uncapped (incl. 200/200Mbps Frogfoot Line), username, address) has been scheduled to cancel at the end of January 2023.
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I don’t think you understand.
Its non negotiable that this gets cancelled immediately and I get refunded for December on the line so that I can pay an isp that knows what its doing.
If you feel you need to continue with the full calendar months notice (and that would NOT be end of January in anycase) then you are obviously not the person that I need to be speaking to.
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to anyone else reading these and thinking we just being unnecessarily dick about it.. remember this is more than 3 weeks later. with NUMEROUS phone calls (ive lost count). numerous updates with the "support" side. ive also heard that frogfoot doesnt know of any issues via unofficial channels. so at this point whats the play? just sit back and hope it 1 day miraculously gets fixed? even if it IS frogfoot and not axxess i dont care. i pay axxess. if they dont follow it up then its on them. and so far they havent (as far as i can tell) even bothered to follow it up.
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I don’t think you understand.
Its non negotiable that this gets cancelled immediately and I get refunded for December on the line so that I can pay an isp that knows what its doing.
If you feel you need to continue with the full calendar months notice (and that would NOT be end of January in anycase) then you are obviously not the person that I need to be speaking to.
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to anyone else reading these and thinking we just being unnecessarily dick about it.. remember this is more than 3 weeks later. with NUMEROUS phone calls (ive lost count). numerous updates with the "support" side. ive also heard that frogfoot doesnt know of any issues via unofficial channels. so at this point whats the play? just sit back and hope it 1 day miraculously gets fixed? even if it IS frogfoot and not axxess i dont care. i pay axxess. if they dont follow it up then its on them. and so far they havent (as far as i can tell) even bothered to follow it up.
I just noticed something by the way, on their contact us page they state that their hosting support only works Monday-Friday 08:00 - 23:00 and Saturday/Sunday 08:00 - 17:00
Do you know how insane that is? Imagine you have a small business with hosting services with them and something goes wrong at the wrong time. That's your website, email, etc kaput until they come to work.
If anyone is using Axxess hosting, maybe take care of that before it ruins your life. Compare that to Xneelo for example, 24 hour support and they're good. On top of that, we have colocate/server hosting with them and in 15 years of us using them have literally had 3 outages which was attended to within the hour it was reported.
These Axxess people are living in a completely different world.
This definitely has opened my eyes to how bad it can get and how vulnerable we are with suppliers' service degrading over time without us noticing. Definitely will have to find a way to handle and manage that better.
Do you know how insane that is? Imagine you have a small business with hosting services with them and something goes wrong at the wrong time. That's your website, email, etc kaput until they come to work.
If anyone is using Axxess hosting, maybe take care of that before it ruins your life. Compare that to Xneelo for example, 24 hour support and they're good. On top of that, we have colocate/server hosting with them and in 15 years of us using them have literally had 3 outages which was attended to within the hour it was reported.
These Axxess people are living in a completely different world.
This definitely has opened my eyes to how bad it can get and how vulnerable we are with suppliers' service degrading over time without us noticing. Definitely will have to find a way to handle and manage that better.
To be honest, we're like 3 people complaining. For every 1 complainer there is 20 that don't have an issue. So meh. In your xneelo experience, I've had the exact opposite. A while ago when afrihost was going through their tough spot we had dealings with their dedicated server teams... And wow, they rocked.
I have 7 clients affected though and half of my complex is on Axxess/Frogfoot (Frogfoot only provider here) and a lot of them are complaining too. I still think Axxess just lost the staff that used to keep things together but wouldn't know for sure
so an update.
axxess came through in the end... but not in the conventional sense?
so i went nuclear on monday. demanding they cancel my line and refund etc. they said earliest they could do was end january.. so the nuke added a hydrogen bomb on just for good measure.
anyways.. tuesday i wake up to no internet and some responses to tickets all ranging from "can only cancel end jan" to "do you want to cancel and get a refund" (no s sherlock)
well... they actually did what i asked them to do... (cancel line immediately and refund)... came as a tiny bit of a shock tho.. considering the 24 days of open ticket for intermittent ping loss..
tuesday 8:49 application went in to Home-Connect. tuesday afternoon got a call from the frogfoot installers asking if they can come do the install at 2pm the next day (wednesday). i said its kinda urgent and why an install? surely its just a user / password change etc.. nope.. new ONT. but they squeezed me in at 8:45am on wednesday./ by 9:30 i had internet.
and guess what... no packet loss. (probably not the best testing since between a work function and loadshtting ive been afk a bit in this time but still)
and a little while ago i got my refund to my bank account.
this is WAY more like the axxess i used to know. just a pitty its on the way out instead of "staying" part
axxess came through in the end... but not in the conventional sense?
so i went nuclear on monday. demanding they cancel my line and refund etc. they said earliest they could do was end january.. so the nuke added a hydrogen bomb on just for good measure.
anyways.. tuesday i wake up to no internet and some responses to tickets all ranging from "can only cancel end jan" to "do you want to cancel and get a refund" (no s sherlock)
well... they actually did what i asked them to do... (cancel line immediately and refund)... came as a tiny bit of a shock tho.. considering the 24 days of open ticket for intermittent ping loss..
tuesday 8:49 application went in to Home-Connect. tuesday afternoon got a call from the frogfoot installers asking if they can come do the install at 2pm the next day (wednesday). i said its kinda urgent and why an install? surely its just a user / password change etc.. nope.. new ONT. but they squeezed me in at 8:45am on wednesday./ by 9:30 i had internet.
and guess what... no packet loss. (probably not the best testing since between a work function and loadshtting ive been afk a bit in this time but still)
and a little while ago i got my refund to my bank account.
this is WAY more like the axxess i used to know. just a pitty its on the way out instead of "staying" part
Conack
Expert Member
Last night Frogfoot died in Gardenroute area from around 10:40 until I gave up with intermittent connectivity / massive packetloss somewhere past 11.
Cut gaming short.
Cut gaming short.
Same problem of intermittent connectivity and when I am connected, such low bandwidth I cannot even open YouTube let alone stream anything from anywhere! Frogfoot/ SUPERSONIC. I didn't have a choice re Frogfoot - live in an apartment. Also aunce about beginning Nov. Sooo flipping tired if calling isp and getting told to do the same things over and over and over! Paying R850/m for service NOT RECEIVED! Isn't that fraud?