What takes so long for line activation on Frogfoot?

tybo

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Generally curious as to what takes so long for a fibre line to get activated? i moved into my new apartment on the 1st of May and there's an existing ONT from the previous tenant and i already have a router so no installation is required, my service provider, Cool Ideas has been requesting for line activation from @Frogfoot Fibre since the 1st of May, its now a week later and i still dont have any internet. At my previous apartment, Openserve did everything within 2 days. I was told it would take 24-48 hours however still nothing. the only response i get is "we apologize for the delay and have escalated your case to Frogfoot for assistance". Seems like Frogfoot is holding the process up but why is it taking so long?

Edit: Frogfoot resolved this issue just a few hours after I made this post. It turns out the delay wasn’t their fault—rather, it was the ISP who submitted an incorrect address and only provided the correct proof of address several days later. This was frustrating, as I had assumed all along that the problem lay with Frogfoot.

A big thank you to the Frogfoot social media team and especially to Dheraj, who acted quickly to get everything sorted. Without their intervention, I’d likely still be without internet. It’s disappointing that Cool Ideas claimed to be following up with Frogfoot, but in reality, it seems no real effort was made on their side to resolve the issue.

In the end, it took me posting on this forum to get direct communication with Frogfoot, which led to a quick resolution. Huge kudos again to the Frogfoot team and Dheraj—really appreciate the help!
 
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Generally curious as to what takes so long for a fibre line to get activated? i moved into my new apartment on the 1st of May and there's an existing ONT from the previous tenant and i already have a router so no installation is required, my service provider, Cool Ideas has been requesting for line activation from @Frogfoot Fibre since the 1st of May, its now a week later and i still dont have any internet. At my previous apartment, Openserve did everything within 2 days. I was told it would take 24-48 hours however still nothing. the only response i get is "we apologize for the delay and have escalated your case to Frogfoot for assistance". Seems like Frogfoot is holding the process up but why is it taking so long?
Hi, please PM me your details, I will look into this for you.
 
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Generally curious as to what takes so long for a fibre line to get activated? i moved into my new apartment on the 1st of May and there's an existing ONT from the previous tenant and i already have a router so no installation is required, my service provider, Cool Ideas has been requesting for line activation from @Frogfoot Fibre since the 1st of May, its now a week later and i still dont have any internet. At my previous apartment, Openserve did everything within 2 days. I was told it would take 24-48 hours however still nothing. the only response i get is "we apologize for the delay and have escalated your case to Frogfoot for assistance". Seems like Frogfoot is holding the process up but why is it taking so long?
Wait until frogfoot network gives issues, it never fails to disappoint in gordons bay
 
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Frogfoot resolved this issue just a few hours after I made this post. It turns out the delay wasn’t their fault—rather, it was the ISP who submitted an incorrect address and only provided the correct proof of address several days later. This was frustrating, as I had assumed all along that the problem lay with Frogfoot.

A big thank you to the Frogfoot social media team and to Dheraj, who acted quickly to get everything sorted. Without their intervention, I’d likely still be without internet. It’s disappointing that Cool Ideas claimed to be following up with Frogfoot, but in reality, it seems no real effort was made on their side to resolve the issue.

In the end, it took me posting on this forum to get direct communication with Frogfoot, which led to a quick resolution. Huge kudos again to the Frogfoot team and Dheraj—really appreciate the help!
 
Upvote 0
Frogfoot resolved this issue just a few hours after I made this post. It turns out the delay wasn’t their fault—rather, it was the ISP who submitted an incorrect address and only provided the correct proof of address several days later. This was frustrating, as I had assumed all along that the problem lay with Frogfoot.

A big thank you to the Frogfoot social media team and to Dheraj, who acted quickly to get everything sorted. Without their intervention, I’d likely still be without internet. It’s disappointing that Cool Ideas claimed to be following up with Frogfoot, but in reality, it seems no real effort was made on their side to resolve the issue.

In the end, it took me posting on this forum to get direct communication with Frogfoot, which led to a quick resolution. Huge kudos again to the Frogfoot team and Dheraj—really appreciate the help!
This thread as well as https://mybroadband.co.za/forum/thr...out-with-new-installation-not-working.1315772 does not leave me hopeful

Makes me wonder how many times they come onto this platform and blame the FNO when they couldn't be bothered to do the job right the first time
 
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Hi, I dont quite understand how we would submit an incorrect address. The address is submitted as per the application form.

Can you quote your application ref so I can investigate?
 
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Hi, I dont quite understand how we would submit an incorrect address. The address is submitted as per the application form.

Can you quote your application ref so I can investigate?
Sometimes you ask for a poa and get a Google street view screenshot.

People incorrectly provide their address upon sign up and when their order fails due to that, the blame is put on the provider because "one of your agents must have captured it wrong" (like we still live in the stone age) not knowing that the orders are handled by an API these days based on the information they provided upon sign-up.

"The customer is always right", right?
 
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Sometimes you ask for a poa and get a Google street view screenshot.

People incorrectly provide their address upon sign up and when their order fails due to that, the blame is put on the provider because "one of your agents must have captured it wrong" (like we still live in the stone age) not knowing that the orders are handled by an API these days based on the information they provided upon sign-up.

"The customer is always right", right?
Well yeah its complicated with address plotting. Then add an FNO plots them incorrectly etc. Then ask the FNO who messed up of course they won't blame themselves.

If we mess up we are happy to admit it.
 
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Well yeah its complicated with address plotting. Then add an FNO plots them incorrectly etc. Then ask the FNO who messed up of course they won't blame themselves.

If we mess up we are happy to admit it.
had a similar problem with you guys before.

tried to order Fibre at a new location and you guys told me i selected the wrong fibre provider. i replied back saying that yes there absolutely is fibre from that FNO because i'm looking at their ONT in my living room right now. then you guys just replied back saying that no they aren't there.

after that I gave up and went to another ISP and they had me online the same day. COOL-20200621-458110 if you're curious
 
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had a similar problem with you guys before.

tried to order Fibre at a new location and you guys told me i selected the wrong fibre provider. i replied back saying that yes there absolutely is fibre from that FNO because i'm looking at their ONT in my living room right now. then you guys just replied back saying that no they aren't there.

after that I gave up and went to another ISP and they had me online the same day. COOL-20200621-458110 if you're curious
Thanks, we have changed a lot of processes and systems since you had this issue.

Sorry we didn't manage to assist then.
 
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