Ongoing Internet Disconnections Affecting Business Operations

[BONGANIMASILELA]

I’m reaching out for urgent assistance regarding ongoing and recurring internet disconnection issues with our Afrihost fibre line. This problem has been persisting for several weeks and is now severely affecting our business operations and meetings.

I have logged multiple support tickets, but the issue remains unresolved. Each time, I’m advised to perform the same troubleshooting steps(ping, tracert, or pathping ) and submit screenshots. I have done so several times, along with detailed PingPlotter, Unifi Dashboard, and event log results showing consistent packet loss, high latency, and complete disconnections lasting over an hour on some days.

Despite this, the problem persists, and we still experience intermittent connectivity drops throughout the day. These interruptions disrupt our remote work, video calls, and online systems, directly impacting productivity.

At this stage, it’s clear that the problem requires deeper technical investigation, potentially an on-site inspection by a technician to properly diagnose the root cause.

I would greatly appreciate it if Afrihost or Frogfoot could urgently escalate this matter. We simply need a stable and reliable connection to continue working effectively.

 

[Afrigirl]

Good morning.

May I please have the Frogfoot ticket references.

 

[ld13]

Time to replace the ONT? Frogfoot did the same at work the other day. Not sure why an ONT would fail though

 

[BONGANIMASILELA]

Good morning.

May I please have the Frogfoot ticket references.

Good morning, here is our Frogfoot ticket reference:
REF: #3011542

 

[Afrigirl]

Good morning, here is our Frogfoot ticket reference:
REF: #3011542

Hi.

When was the last disconnect?

 

[BONGANIMASILELA]

Hi.

When was the last disconnect?

Hi,


The last disconnect occurred on 15-10-2025.
Previous issues were also noted on 03-10-2025 and 13-10-2025.


Please find the screenshots attached for your reference.
Issues on these previous dates.
1.


2.

3.

4.

Issues on 8-10-2025​

1.

Issues on 13-10-2025​

1.

15-10-2025​

1.

Let me know if you need any further details.

 

[Afrigirl]

Hi.
Thank you.

FF will not accept any of the tests provided. They prefer the results in a specific way:
Please perform a prolonged trace of the route using MTR, pathping, or PingPlotter to show where the loss is occuring.

For PingPlotter, download the program; alternatively, use command prompt on a Windows device by using the following command - PATHPING.EXE -p 100 -q 250 1.1.1.1

 

[BONGANIMASILELA]

Hi.
Thank you.

FF will not accept any of the tests provided. They prefer the results in a specific way:
Please perform a prolonged trace of the route using MTR, pathping, or PingPlotter to show where the loss is occuring.

For PingPlotter, download the program; alternatively, use command prompt on a Windows device by using the following command - PATHPING.EXE -p 100 -q 250 1.1.1.1

here are my screenshots

 

[HartsockZA]

Have you tried replacing the cat cable from ont to your wan port of your network?

 

[Afrigirl]

here are my screenshots
View attachment 1857824
View attachment 1857827
View attachment 1857823

Thank you.

The link has been submitted with FF, along with others on the same VLAN experiencing the issue.
We are engaging with FF to investigate further.

 

[EmmanuelGoldstein]

Thank you.

The link has been submitted with FF, along with others on the same VLAN experiencing the issue.
We are engaging with FF to investigate further.

Frogfoot will come back with denial

 

[Frogfoot Fibre]

Thank you.

The link has been submitted with FF, along with others on the same VLAN experiencing the issue.
We are engaging with FF to investigate further.

Good day,

Kindly provide us with the ticket number logged in order for us to expedite the request

Thank you.

 

[Afrigirl]

Good day,

Kindly provide us with the ticket number logged in order for us to expedite the request

Thank you.

Hi.

#3052866
#3025618