Shocking Lack of Customer Support Channels from a So-Called "Tech" Company in 2025

I want to take a moment to sincerely thank each and every one of you who played a part in fast-tracking and resolving what was, without a doubt, a deeply frustrating challenge i.e. Bianca Roberts, Lindie Du Preez, Jimmy and Deon Thirumalai.

While the journey started off on a rocky note, it’s important to emphasize that this was through no fault of the dedicated individuals involved, but rather the result of a flawed and poorly designed support system. Despite these hurdles, you truly showed your worth with such positive attitude and world class communication and progress feedback.

As we discussed yesterday, it was a rare and unfortunate culmination of events that created the perfect storm one that, under normal circumstances, likely wouldn’t have occurred. Yet through it all, your resilience, positive attitude, and constant communication stood out as a testament to your professionalism and unwavering commitment.

Now, the next step is clear: you deserve the right systems, solutions, and support structures to enable you to do your best work, more efficiently and with fewer roadblocks.

Thank you again for going above and beyond. Your efforts have not gone unnoticed and are genuinely appreciated.

I am finally in a position to reply back and reflect after yesterday's 2nd fault finding and test session. After having had time to think about what was done, how it was done and how the end result appears to be for a final solution we express our growing frustration and disappointment with the service we’ve received since Frogfoot assumed responsibility for internet connectivity within our estate.

We are operating under a unique transitional arrangement, whereby Frogfoot was to provide temporary Wi-Fi (5GHz) infrastructure until Surf4Life officially takes over as our ISP on 1 July. However, what we have encountered during this interim period has been nothing short of unacceptable for any modern fiber-based connectivity provider—let alone one of Frogfoot’s stature in the market.

The Core Issue:

While the fiber link itself remains active from what we could test, the Wi-Fi signal consistently drops across all devices—resulting in complete disconnections. The only way to restore connectivity is to manually “forget” the network settings on each of our 13+ devices (including Smart TVs, gaming consoles, iPhones, MacBooks, Android and Windows devices) and reconnect them individually. This process is disruptive and entirely unsustainable, especially given our household works remotely full-time, engaging with overseas clients on a daily basis.

Technical Support Has Been Ineffective:

Despite escalation of the issue, multiple on-site technician visits have yielded no lasting results. The efforts have largely mirrored the basic diagnostics and resets we ourselves had already performed—resulting in no meaningful resolution. The most recent visit from Jason, for instance, led to reconfiguring our privately owned router, intended for a separate application, instead of resolving the issue at the root.

The end result? We’re now stuck with a convoluted and unstable solution:

Some devices are forced to connect to the 5GHz Frogfoot ONT;

Others connect through our own router (now repurposed);

And some with wired Cat5 cabling connections

The cabling has become chaotic, and additional hardware clutters our living space.

Lack of Transparency & Clarity:

At no point have we received a clear answer as to whether this setup is temporary until Surf4Life takes over, or if this is intended as a permanent workaround. Either way, it is far below the standard expected of a Tier-1 fiber provider. Our previous setup—using a single integrated unit—delivered consistent, seamless connectivity with no Wi-Fi instability whatsoever.

Performance Concerns:

Additionally, the current connection speeds are substandard. Bandwidth performance appears throttled and nowhere near the throughput levels we previously enjoyed. This severely impacts productivity and the user experience.

Final Thoughts:

It has now been over a week since Frogfoot took over, and not only has the situation not improved—it has regressed. We are left with a degraded, overly complicated environment that requires excessive manual intervention to manage.

We expect a proper resolution, not patchwork fixes. A clear plan of action is urgently needed, including:

Restoration of stable Wi-Fi performance across all devices;

A proper assessment to ensure we dont have throttled bandwidth as the line speed has definitely degraded since take over

Clarification on whether Surf4Life’s takeover will solve these issues;

An honest assessment of whether your infrastructure is currently fit for purpose within our estate.

This situation needs to be treated with the seriousness it deserves. Anything less would be a disservice to your brand and your obligations as a reliable connectivity provider.

Sincerely,
Anton Pretorius