Extremely bad service received from Frogfoot,

I have placed an order for Frogfoot Fibre through the ISP Bitco on the 27th of August 2020. On the 28th of August 2020 Bitco delivered my Router and activation through Frogfoot was the happen on the 31st of August. We have moved into our new place on the 30th of August. The previous owner had Fibre through Frogfoot, but has cancelled when they moved out. All the equipment is still installed and Frogfoot did advise that they do know about the cancellation of the previous owners. They requested through Bitco Pictures of the equipment at the premises. this was sent to them the same day. They then said the following on a mail to Bitco :"Please see below latest update from Frogfoot with regards to your Fibre Order. "This order is for the new tenant in a home that already has fibre and equipmemt. The other order has been cancelled so this order can go ahead. Fibre and equipment already installed. A contractor is therefore N/A. Request queued with support to re-provision the ONT for the new tenant. CoA to be sent to ISP when completed."

Since the 31st of August we have been emailing Bitco (daily sometimes twice daily) and Bitco in turn emailed Frogfoot with regards to our Fibre activation. Bitco just never gets a response from them or when they do respond they just say there is no feedback.

On the 16th of September I send a mail tom Frogfoot and this was the response I received from them: :From: Christine via RT <***> Sent: Wednesday, 16 September 2020 09:30 To: *** Subject: [FF #693101] Home Fibre order

Good day, You would need to take this up with your service provider, they will get in contact with the relevant department or person. Frogfoot is a infrastructure provider and do not provide a service, only for service providers. If it is regarding installation date/connection/migration/activation/relocation/move of ONT or change of ISP your service provider would need to contact the relevant project coordinator in Frogfoot and request that we assist with any queries or concerns that the client might have with regards to any of the above. Frogfoot deal directly with service providers as they are our clients. They are required to make contact with us directly if the client needs assistance. Unfortunately, Frogfoot does not deal with any end users directly."

I forwarded this mail to Bitco. They immediately phone me and it was at this time that Bitco told me that Frogfoot is indicating aactivation only on the 2nd of November??????

Bitco can also not understand why this would take so long as this could be done within hours, seeing as all the equipment is already installed.

I am very dissappointed and angry in the service I receive from Frogfoot.

I must, however give big Compliments to Kyle Reynhardt at Bitco. He is trying his utmost best to help us and is not getting any joy from Frogfoot.

I must reitterate that Bitco has done all in their power to assis us and this is in now way a complaint against Bitco, but in fact against the poor service we recive from Frogfoot.

I need this to be sorted out immediately as I am working from home and the Fibre line is needed urgently.

Regards

Liezl van Rooyen