Ongoing Fibre Installation Nightmare – Afrihost/Frogfoot/Complex Bureaucracy – Advice Needed

TJHarry765 said:
Update – 9 June

We finally have a real breakthrough — and it’s a good one (with a bit of hopeful feedback too).


Site Inspection Completed

The site inspection went ahead smoothly on Wednesday, 29 May. The local installer, along with our deputy chairman, handled it on-site, and everything was reviewed without issue.

Shortly after, we received the build plan and were sent documents to sign to move forward with the installation.


Surprising News: Frogfoot is Covering the Build

What we didn’t expect was this: the documentation stated that Frogfoot will be proceeding with the build at their own cost.

This was a complete surprise — especially since I had been prepared (and had offered) to pay for a private, single-dwelling install from the start, just to avoid delays. That makes this an especially appreciated gesture.


Installation Scheduled

The work is officially set to begin on Wednesday, 11 June, with Frogfoot estimating about a week to complete the full installation. It’s finally happening!


Thanks — and a Thought for the Future

I want to say a big thank you to:
  • Akhona, Frogfoot’s social media manager, for her daily follow-ups, honesty, and kindness,
  • The local installer team, who’ve been consistently supportive and communicative.
At the same time — and I say this with full appreciation for the current progress — I do hope Frogfoot takes one thing into consideration for future cases like ours:

When customers are willing to pay for a private install and are facing genuine urgency (like moving into a new home), it would be really valuable to treat those cases with more flexibility and urgency without requiring public escalation.

In our case, it wasn’t technical limitations that delayed things — just process friction and a lack of direction. Things only started moving once we raised it publicly.

Again, I’m genuinely grateful for the turnaround. This post isn’t about blame — just a bit of feedback for future handling.


Looking Ahead

With the installation scheduled, we’re hopeful we’ll soon have working fibre and this saga can finally come to a close.

I’ll post a final update once the line is live and running — and hopefully be able to replace this thread with a success story.

Thanks again to everyone here for the support. It’s truly helped move things forward.
Click to expand...
Good day,

Thank you for your feedback. We will be in further communication with you until your link has been activated.

Kind regards.
 
Last edited:
Not dis-similar

Vumatel laid conduit and fibre boxes in whole street, except for my house
Was told mine would be overhead
Installer came and said overhead is no good, big tree in the way

No action for 4 months

Vumatel sent someone who said straight away that I need a pavement box to link up to the closest box which is 5.5 away and he did not know why it was not fitted. Was my house new? (no, it was built in 1949, probably before your parents were born)

Two weeks later. Another installer came along and fitted a box on the wall

In the meantime, I fitted a 20mm conduit, complete with draw-wire from the wall to inside the house and 2 inspection boxes. Different installer arrived a week later and wanted to know the length of the conduit. I got out a tape - 8m from wall to house, 3m up to roof height and 4m to point for ONT, total thus 15m. Not good enough he said, he must verify it. So he pulls out draw wire and starts pacing it out in the street. I offered him my 30m tape but he wants to do it his way

He does not have a fish tape and pushes fibre through from outside. It enters the first inspection box but misses the outlet. No progress. Watching this idiot struggling on his own, I ask if it is his first day on the job

He goes red in the face and walks off

A more experienced fellow comes the next day and finishes the job in 30 mins, since by then I had pulled the fibre through myself
 
Last edited:
chrisc said:
Not dis-similar

Vumatel laid conduit and fibre boxes in whole street, except for my house
Was told mine would be overhead
Installer came and said overhead is no good, big tree in the way

No action for 4 months

Vumatel sent someone who said straight away that I need a pavement box to link up to the closest box which is 5.5 away and he did not know why it was not fitted. Was my house new? (no, it was built in 1949, probably before your parents were born)

Two weeks later. Another installer came along and fitted a box on the wall

In the meantime, I fitted a 20mm conduit, complete with draw-wire from the wall to inside the house and 2 inspection boxes. Different installer arrived a week later and wanted to know the length of the conduit. I got out a tape - 8m from wall to house, 3m up to roof height and 4m to point for ONT, total thus 15m. Not good enough he said, he must verify it. So he pulls out draw wire and starts pacing it out in the street. I offered him my 30m tape but he wants to do it his way

He does not have a fish tape and pushes fibre through from outside. It enters the first inspection box but misses the outlet. No progress. Watching this idiot struggling on his own, I ask if it is his first day on the job

He goes red in the face and walks off

A more experienced fellow comes the next day and finishes the job in 30 mins, since by then I had pulled the fibre through myself
Click to expand...
Ja kak installer would have chased his ass off site. Moron at beast
 
Final Update – 19 June

We’re live!


Fibre Installed & Activated

Today, Frogfoot’s installers came out and installed the ONT box inside our unit, and shortly after, Cool Ideas activated our line.

We are now officially connected — and running on fibre!


A Long Journey (With a Happy Ending)

From applying in April, being told there was no fibre, getting bounced between ISPs and line providers, and navigating endless delays — it’s honestly surreal to say: we’re finally up and running.


Massive Thanks — and Some Honest Feedback

First and foremost, an enormous thank you to Jo-Maré from Frogfoot.

She was absolutely key to getting this over the line. We were able to call her whenever we hit a hurdle — and we did, often.

We spoke multiple times a day at some points, constantly emailing back and forth, forwarding pushback responses from other teams, and trying to keep everything aligned. Her patience, responsiveness, and persistence made the impossible suddenly feel possible. We genuinely cannot thank her enough.

Also, thank you to Bianca from Frogfoot, who was also incredibly helpful and responsive as we approached the final stretch.

And lastly, Cool Ideas, who stepped in when it mattered most. When Afrihost failed to issue the required FRG number (despite Frogfoot confirming the line was ready), Cool Ideas provided it same day — allowing the installation to proceed without further delay.


No Thanks to Afrihost

Unfortunately, Afrihost let us down at the finish line.

Back in April — before the fibre was even live — they were happy to issue an FRG. Now, with the network actually ready and personally confirmed by Frogfoot, they refused, saying they couldn’t do anything until Frogfoot updated their system

Meanwhile, Cool Ideas made it happen immediately. That contrast said everything.


Looking Ahead

We’re incredibly relieved to finally have fast, stable internet at home. It’s been a long road, but we got there — and we’re grateful to the people who truly showed up and made it happen.


Thanks to the MyBroadband Community

To everyone who followed along, offered advice, or simply helped keep this thread visible — thank you. Your support helped turn a dead-end into a working fibre connection.

This thread now has a happy ending — and we’re logging off (with fibre).
 
TJHarry765 said:
Final Update – 19 June

We’re live!


Fibre Installed & Activated

Today, Frogfoot’s installers came out and installed the ONT box inside our unit, and shortly after, Cool Ideas activated our line.

We are now officially connected — and running on fibre!


A Long Journey (With a Happy Ending)

From applying in April, being told there was no fibre, getting bounced between ISPs and line providers, and navigating endless delays — it’s honestly surreal to say: we’re finally up and running.


Massive Thanks — and Some Honest Feedback

First and foremost, an enormous thank you to Jo-Maré from Frogfoot.

She was absolutely key to getting this over the line. We were able to call her whenever we hit a hurdle — and we did, often.

We spoke multiple times a day at some points, constantly emailing back and forth, forwarding pushback responses from other teams, and trying to keep everything aligned. Her patience, responsiveness, and persistence made the impossible suddenly feel possible. We genuinely cannot thank her enough.

Also, thank you to Bianca from Frogfoot, who was also incredibly helpful and responsive as we approached the final stretch.

And lastly, Cool Ideas, who stepped in when it mattered most. When Afrihost failed to issue the required FRG number (despite Frogfoot confirming the line was ready), Cool Ideas provided it same day — allowing the installation to proceed without further delay.


No Thanks to Afrihost

Unfortunately, Afrihost let us down at the finish line.

Back in April — before the fibre was even live — they were happy to issue an FRG. Now, with the network actually ready and personally confirmed by Frogfoot, they refused, saying they couldn’t do anything until Frogfoot updated their system

Meanwhile, Cool Ideas made it happen immediately. That contrast said everything.


Looking Ahead

We’re incredibly relieved to finally have fast, stable internet at home. It’s been a long road, but we got there — and we’re grateful to the people who truly showed up and made it happen.


Thanks to the MyBroadband Community

To everyone who followed along, offered advice, or simply helped keep this thread visible — thank you. Your support helped turn a dead-end into a working fibre connection.

This thread now has a happy ending — and we’re logging off (with fibre).
Click to expand...
Good day! Thank you kindly for your feedback! We are glad to hear that you are now connected. It was a pleasure assisting you! :)
 
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