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Sinakho A

1 reviews | Active since Nov 2015

25 Aug 2026, 16:21

Extremely Disappointed with Frogfoot Fibre’s Service and Lack of Support

I am extremely disappointed and frustrated with the service I have received from Frogfoot Fibre.

I recently moved from my previous residence to a new place, where Frogfoot installed a new router for me. I was assured that the new router would be linked to my profile and that the old router would be removed. More than a week later, this still has not been resolved.

Since then, I have been passed from pillar to post, making call after call and repeatedly having to explain the same situation to different agents. Despite numerous escalations, I am still no closer to having the issue properly resolved. In the meantime, I have had to use my own airtime and purchase additional mobile data just to stay connected. As someone who works from home, this has placed a significant financial and emotional strain on me.

What makes this even more frustrating is that Frogfoot can now see the correct name of the new router, but my phone number is apparently still linked to the old one. This means that even if I were supposed to recharge or manage the service myself, I am unable to do so because the details are still incorrect.

I have also repeatedly been told that all my information, including my password, has been transferred to the new router. However, the password provided does not work when I enter it.

I am honestly exhausted from constantly having to explain myself, repeat the same information and chase up a problem that should have been resolved when the new installation was completed. The lack of ownership and communication has been extremely disappointing.

I need Frogfoot to take responsibility for this issue, correctly link the new router to my profile and contact details, remove the old router from my account, and ensure that the correct password and service details are working.

This has gone on for far too long. I simply want a working service that is correctly registered under my name without having to spend more of my own money on mobile data because of an issue that Frogfoot should have resolved more than a week ago.

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Replies (4)
Frogfoot Fibre
Frogfoot Fibre's reply25 Aug 2026, 16:28
Official
Hi, Sinakho. 
Thank you for your inquiry. 
Kindly note that we have escalated your inquiry. 
We will investigate the matter and provide feedback to you soonest via our official company communication platforms as per our website. 
Please take note that we will not reply on Hellopeter. 
Kind Regards, 
Frogfoot 
SA
Sinakho A's update27 Aug 2026, 14:10
Reviewer Update
I’m extremely disappointed with Frogfoot’s service. The technicians arrived today, but unfortunately, they performed the exact same checks I have already been doing repeatedly for the past week. Nothing has changed.

The device is still showing the previous connection details, and despite me recharging this morning using those same details, it continues to show “Connected without internet.”
I rearranged and postponed several things I needed to do today specifically to accommodate this technician visit, only to receive the exact same outcome and feedback I have been reporting for the past week.

At this point, it feels like I am going around in circles. I need an actual solution, not another technician visit that simply repeats the same checks I have already done. This has been incredibly frustrating and a complete waste of my time.
Frogfoot Fibre
Frogfoot Fibre's reply27 Aug 2026, 14:37
Official
Good day, Sinakho. 
 
Thank you for taking our call.
 
As discussed, we will contact you at 16:30 to confirm connection.
 
Our apologies once more for the inconvenience caused.
SA
Sinakho A's update27 Aug 2026, 17:38
Reviewer Update
Despite multiple calls and repeated attempts to find a solution, it’s yet another end of day with different, seemingly disconnected departments giving me completely different instructions.

“Escalation” has been one of the most frequently used words throughout this ordeal, yet I’ve only now been told that management is being alerted to the issue, more than a week after it was first raised.

I am honestly exhausted from sounding like a broken record, repeating the same issues over and over again to different people who seem to have little or no visibility of what has already been discussed. At this point, I don’t even look forward to yet another “follow-up” call, because I have very little confidence that it will achieve anything other than wasting more of my time and forcing me to repeat myself yet again.

I genuinely have to question whether I’m being taken for a joke, or whether the service and support itself are the joke. This has been an incredibly frustrating experience, and the complete lack of ownership, communication and meaningful progress has only made matters worse.