Frogfoot hit by New Years’ outage

Customers on Frogfoot’s fibre network are complaining of connectivity problems in the Western and Eastern Cape, and several have vented their frustration on social media.

Frogfoot has acknowledged the problem and says technicians are en route to restore connectivity to affected customers. Some customers have been without connectivity for more than 36 hours.

“Outage | CPT & PLZ | Tech is en route to stores to collect SFP,” Frogfoot posted on its support page on X/Twiter at around 11:30 on Thursday.

SFP is shorthand for a Small Form-factor Pluggable network interface module.

“Frogfoot Fibre Services FTTH & FTTB. Western Cape. Some customers may experience problems with intermittent connectivity,” Internet service provider and Frogfoot sister company Vox posted.

“Fault was escalated and is actively being attended by Frogfoot and vendor engineers. Further feedback to follow.”

Frogfoot estimated that technicians would have arrived on-site at around 12:10 today.

Outage tracker Downdetector shows significant spikes in complaints that began around 21:00 on Wednesday, 1 January 2025.

Complaints slowed significantly until around 05:00 on Thursday, 2 January, when they started surging again.

Vox posted an earlier Frogfoot outage notice on its Twitter/X page, notifying customers in Wynberg that they will likely experience connectivity problems.

“Frogfoot engineers are still attending to the fault,” it added.

Several Frogfoot customers have taken to X and Facebook to complain about the lack of connectivity. Some say they have had no connectivity for more than 36 hours.

“The whole Western and Eastern Cape now out +36 hours because nobody has knowledge to configure a Juniper switch,” one user posted on X.

“Port Elizabeth more than 15 hours down ??? Terrible service from Frogfoot side, no update for PORT ELIZABETH,” another commented on Frogfoot’s outage update on Facebook.

“Sherwood PE also still down since just after midnight. Any updates please,” another user commented on the same post.

Frogfoot told MyBroadband that it is aware of the outage and said it began on Tuesday, 31 December 2024.

“Our technical teams, in collaboration with our hardware vendor, have implemented multiple software and hardware interventions to address the issue. While progress has been made, the underlying cause has not yet been fully resolved,” it said.

“We are now preparing to implement a targeted software upgrade to restore full service and ensure long-term network stability. Our teams are working around the clock, and we are committed to minimizing further impact.”

The image below shows how complaints of the outage have flooded in on Downdetector over the past 24 hours.