Frogfoot Thread

aws said:
frogfoot are going to install a device on my line to monitor it. which is totaly gonna suck cause they just gonna be like "o not enough drops for us to do a thing about" type thing (since they require 6% lost pings on cmd)

(there was talk that they were gonna put me on a different vnetwork or whatever it was called to check if its frogfoot or axxess. but they changed their minds on that - dont know why)

so i hold no faith at all that this is going to be resolved.. check my 12 -> 13pm today log (to 14:19 anyways... hasnt dropped since the 12:14odd drop) but it will start dropping again around 3 to 4pm again,. then tonight will be total chaos again

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for those of us that lost pingplotter trials.. found an alternative. "pingtracer" https://github.com/bp2008/pingtracer not as nice looking as pingplotter (if thats even possible) but free and has some BETTER features (for me anyways) for a 181kb app

View attachment 1430811

by default tho it does a tracert and the stats on the bottom status bar are aggregated from all the hops. so might want to remove the other bars ( decheck [x] trace route before clicking start)

---------

guess my piggy sounds (squealing) beats yours :P
(im at the "acceptance" stage of this traumatic experience, angry was last week... )
Click to expand...

Atleast Axxess and FF are getting back to you, I told RSAWEB I’m gonna leave if they don’t reply to my test emails (not fix the issue, just reply and tell
me what’s going on and what’s the plan going forward) then I got an automated retention email saying your last debit order will be on the 31st of December and I should reply if there’s anything they can do to keep me as a customer, so I replied and said Yes please just reply to me test emails so we can figure outs what’s going on - that was a week ago and nothing yet guess it’s goodbye RSA
 
Well.. still a frogfiot blames Axxess, Axxess blames frogfiot. And still no dude to install the metering device (like what's that gonna tell them?)

It's 19 days now...
 
From: Feedback <[email protected]>
Sent: 30 November 2022 03:18 PM
Subject: Re: Ongoing problem with Frogfoot/Axxess Fibre


Good day

Please be advised that our Network Engineer, as well as Frogfoot's Network Engineers have decided to add some clients to a different Internet Service Provider's VLAN, to determine whether the issue is on our internal network or on the fibre line provider's side. The change over was done yesterday and it is still running currently. Some client's are having a monitoring device installed at their premises, to monitor the traffic of the service.

As soon as we have identified a certain pattern will we be able to pin-point what could be causing the issue.

Sincerest apologies for all the inconvenience caused.
 
anyone had this issue and have it resolved yet? its just getting way worse for me. ie this yesterday

1669958929219.png

i just paid my bill to axxess (R1600 odd - fibre + mobile) so this hurts a ton..


and all i got was this sh%%ty t-shirt... i mean response...

> Thank you for contacting Axxess support,

> Kindly be advised that our engineers are still working with the Frogfoot NOC team investing the Frogfoot issue of intermittent connection, once we do receive feedback we will advise.

--------

1669959680908.png
 
Last edited:
Can I ask that everyone that is experiencing this problem please post their FRG number so that when we yell at Frogfoot we can give them all of them. Mine is FRG1712359-T1
 
FRG Number looks like this, should be stuck to the fibre box.

If you're comfortable posting your fibre username with Axxess please do that too because I am now mass reporting the issue. Mine is tyrmida121@youruncap
 

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Afternoon all,

I have just finished a conference call with Axxess and Frogfoot. It came out clear that the problem is within the Axxess/Afrihost network and not on Frogfoot's side. Axxess has been made aware of this problem for over 3 weeks so I am not sure how capable they are going to be to fix this timeously.

They cannot clarify what they have done to diagnose and what they plan to do to find the cause of the problem. They are aware that it is multiple clients being affected.

I have confirmed that a client of mine on a different ISP on Frogfoot isn't being affected by this problem so I would suggest that if this issue isn't resolved by Monday the only realistic option that is left is to cancel services with Axxess/Afrihost and go to another service provider that can actually provide support (which is the decision we have taken in-house).

We are raising an NCR and requesting a credit for services during the month of November as the service hasn't been usable for our requirements. I would suggest that you do the same. Frogfoot has ensured us that if we need to switch service providers, they will assist with early termination from a technical point to transfer the FRG/Line to another provider so that we do not get held ransom by Axxess/Afrihost.
 
seather said:
Afternoon all,

I have just finished a conference call with Axxess and Frogfoot. It came out clear that the problem is within the Axxess/Afrihost network and not on Frogfoot's side. Axxess has been made aware of this problem for over 3 weeks so I am not sure how capable they are going to be to fix this timeously.

They cannot clarify what they have done to diagnose and what they plan to do to find the cause of the problem. They are aware that it is multiple clients being affected.

I have confirmed that a client of mine on a different ISP on Frogfoot isn't being affected by this problem so I would suggest that if this issue isn't resolved by Monday the only realistic option that is left is to cancel services with Axxess/Afrihost and go to another service provider that can actually provide support (which is the decision we have taken in-house).

We are raising an NCR and requesting a credit for services during the month of November as the service hasn't been usable for our requirements. I would suggest that you do the same. Frogfoot has ensured us that if we need to switch service providers, they will assist with early termination from a technical point to transfer the FRG/Line to another provider so that we do not get held ransom by Axxess/Afrihost.
Click to expand...

Hi

I'm interested to investigate this.

I'm not aware of any issues within the Afrihost network on Frogfoot that cause intermittent connection and packetloss.

I can confirm that a few Axxess clients were moved over to our vlan and we created test accounts for these clients and there was no loss recorded. Please can you send me a message with the finding and I can forward it on to the Axxess Noc team.
 
so you mean... i must go.... OUTSIDE! -_- (will check in a bit)

thanks for the update. think im gonna cancel anyways. really not digging how axxess is handling this.

so conundrum, are you a good isp cause your support is top notch.. or are you a good isp cause they dont have to make use of the support.

was thinkign cool ideas but... same owners as axxess so.. home connect anyone?

i know its not gonna be rsaweb or webonline tho. has vox cleaned up yet?
 
@aws I would go with Vox at this moment, support wise at least you get to talk to the people who is handling the problem and get better feedback. But not saying they are without their own problems they have also made some messes in the past but it's been a lot better recently.

@AfriNatic The discussion was a telephone call so I am not sure what to send you. Axxess cannot put anything in writing because they have a communication breakdown somewhere. The last update I have from them in writing was at Thu 2022-12-01 02:31 PM saying: "Good day As previously advised, a few customer's have been put on to a different ISP's VLAN and they are currently still in the process of monitoring the service, so that the NOC team can identify if the issue is with the network or the line. We will provide an update as soon as we have any feedback."

This is a repeat of the same nonsense we've been hearing for 3 weeks. "We are waiting for feedback". From who? Nobody knows. What are they doing? Nobody knows. What's the plan? Nobody knows.

Afrihost owns Axxess to a degree anyway so there is no distinction to us as customers between the two names. Neither of them's technical engineers work weekends either apparently so I don't see them being able to fix this. If you can't trace and sort a networking problem out in 3 weeks - that is clear cut incompetence and I don't know how these people are still employed. There is no way we can depend on a service provider with this kinds of service which is the only realistic solution is to just move services elsewhere.

This is after the initial catastrophe of trying to report a problem and everyone being told "Packet loss is less than 5% nothing we can do about that". Both on Axxess side and Afrihost side. That already is an unworkable service provider situation and forces us to move somewhere else.

3 weeks, to sort out randomly-disconnect / packet loss issue. Paying for fibre but have to use LTE separately paid for - for 3 weeks. They have become a bigger laughing stock than Eskom at this rate. My council sorted out electricity problems faster than Axxess could accept that there was a problem here and they can diagnose a solution. Just completely insane.
 
seather said:
@aws I would go with Vox at this moment, support wise at least you get to talk to the people who is handling the problem and get better feedback. But not saying they are without their own problems they have also made some messes in the past but it's been a lot better recently.

@AfriNatic The discussion was a telephone call so I am not sure what to send you. Axxess cannot put anything in writing because they have a communication breakdown somewhere. The last update I have from them in writing was at Thu 2022-12-01 02:31 PM saying: "Good day As previously advised, a few customer's have been put on to a different ISP's VLAN and they are currently still in the process of monitoring the service, so that the NOC team can identify if the issue is with the network or the line. We will provide an update as soon as we have any feedback."

This is a repeat of the same nonsense we've been hearing for 3 weeks. "We are waiting for feedback". From who? Nobody knows. What are they doing? Nobody knows. What's the plan? Nobody knows.

Afrihost owns Axxess to a degree anyway so there is no distinction to us as customers between the two names. Neither of them's technical engineers work weekends either apparently so I don't see them being able to fix this. If you can't trace and sort a networking problem out in 3 weeks - that is clear cut incompetence and I don't know how these people are still employed. There is no way we can depend on a service provider with this kinds of service which is the only realistic solution is to just move services elsewhere.

This is after the initial catastrophe of trying to report a problem and everyone being told "Packet loss is less than 5% nothing we can do about that". Both on Axxess side and Afrihost side. That already is an unworkable service provider situation and forces us to move somewhere else.

3 weeks, to sort out randomly-disconnect / packet loss issue. Paying for fibre but have to use LTE separately paid for - for 3 weeks. They have become a bigger laughing stock than Eskom at this rate. My council sorted out electricity problems faster than Axxess could accept that there was a problem here and they can diagnose a solution. Just completely insane.
Click to expand...

Please send me your Axxess username so I can pass this on to the Axxess team.
 
Ai, we can only laugh to keep us from going insane

Update as per Axxess "The Intermittent connectivity issue is being investigated by our engineers together with the provider, awaiting feedback. The is latest feedback from our Faults Department."

Same nonsense. For over 3 weeks that is literally the only thing we've been told. "We are investigating". My business offers networking and other IT services to customers including wireless branch links. If my technical staff can't get something like this resolved in 3 weeks I am sorry to say they won't be employed anymore.

This is why I don't think there is any other choice but to just move to someone who has a competent support team. They are even unable to communicate any information of the problem. You can't work with this kind of service providers. Not just for internet, for literally any service you rely or depend on. I can't even get confirmation that someone is actually actively working on trying to find a fix. I don't think they are working weekends.
 
Incidentally, just to outline the utter breakdown of their technical and customer service department.

There isn't even a notice posted about this on their website. Try and find it: https://www.axxess.co.za/network-status

Over 3 weeks and still not an actual acknowledgement that this is a problem that is being handled and how it is being handled.
 
AfriNatic said:
Hi

I'm interested to investigate this.

I'm not aware of any issues within the Afrihost network on Frogfoot that cause intermittent connection and packetloss.

I can confirm that a few Axxess clients were moved over to our vlan and we created test accounts for these clients and there was no loss recorded. Please can you send me a message with the finding and I can forward it on to the Axxess Noc team.
Click to expand...

You're not?

Virtually every day there are intermittent issues.
 
This is laughable. I just got an update from Axxess - and with this you will see why there's no option but moving:

User:Lizo Mfukeli
Date Created:2022-12-04 06:29:27
Thank you for contacting axxess support, We sincerely apologise for the inconvenience.

Please be advised the fault has been escalated to the Vumatel faults department. However I have sent a request for urgent feedback regarding this case

This is mad.
 
FlashSA said:
I have also messaged you my Axxess username
Click to expand...

I will forward it on to the Axxess noc team

RazedInBlack said:
You're not?

Virtually every day there are intermittent issues.
Click to expand...

On the Afrihost network there is no outstanding issues that is causing intermittent connection.

There is 1 issue we are addressing tomorrow morning 3am with MetroFibre in Teraco Isando with regard to our cross-connect. There is no other issues I'm aware of.
 
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