Poor Service and No Accountability

My internet has now been down for more than a week. Every single day I’ve been in contact with my ISP (Afrihost), running the same tests and checks over and over again, only to be told they are still “waiting for feedback from Frogfoot.” And what was Frogfoot’s response for most of the week? That they were waiting for feedback from their vendor. That was the update I received day after day, with no progress and no resolution.

Eventually, out of sheer frustration, I tracked down the vendor’s details myself, called them directly, and got confirmation that there were no issues on their side. In other words – I had to do Frogfoot’s job for them. Even after providing this feedback, Frogfoot’s next step was simply to ask me to repeat the same tests I had already been doing for a week.

Throughout this whole ordeal, I’ve been pleading for a technician to be sent out to investigate on-site. That has not happened. There has been no meaningful progress, no proactive communication, and no sense of urgency. The only way I have received any information at all is by chasing after my ISP daily and wasting hours of my own time. I even emailed Frogfoot’s own customer service line directly, outlining how poor their service has been and pleading for help – but I’ve yet to receive a single response. Frogfoot hides behind ISPs and generic “thank you for your patience” messages while customers are left stranded without service.

What makes this more frustrating is that this is not the first time I’ve experienced this. Around the same time last year, my line was down for two weeks and I went through the exact same situation – endless delays, vague excuses about “waiting for vendor feedback,” and being ignored until I escalated things publicly. At that point, it was only when I took to social media and bashed them online that their communications team finally stepped in, and to their credit, they were the ones who ensured my issue was attended to. I thank them for that – but the fact that a paying customer has to go to such lengths just to be heard is simply unacceptable. Clearly, nothing has improved since then.

Unfortunately, my area has very limited fibre options, so I don’t have much choice. But for anyone else considering Frogfoot, I would strongly advise against it. When the service is up, it works fine – but that’s the bare minimum any provider should deliver. The real test of a service provider is how they respond when things go wrong, and on that front Frogfoot has failed completely. They don’t take ownership, they don’t communicate, and they don’t resolve problems unless the customer does the legwork for them. If you’re lucky enough to have alternative fibre providers in your area, save yourself the stress and choose someone else. With Frogfoot, you’ll be paying for a service but left completely stranded the moment an issue arises.