Frustrating Customer Service

Frogfoot Customer Service has to be one of the most frustrating support experiences I've encountered. Unless you phone them yourself, you have absolutely no idea what is happening with your fault or outage. The only update you ever seem to receive is that the issue is being "escalated," with no meaningful communication, timelines, or progress reports. In contrast, my ISP, Cool Ideas, has been outstanding. They phone me twice a day to provide updates and check on the situation, even though the fault lies with Frogfoot's network. They are doing everything they can to keep me informed. Frogfoot, on the other hand, appears to be hopping away from the problem rather than communicating with affected customers. Reliable service is important, but when things go wrong, communication matters just as much. Customers should not have to chase updates by repeatedly calling support just to find out what's happening. Frogfoot needs to improve its customer communication and transparency during faults and outages. Simply saying an issue has been escalated is not customer service.