Substandard & Unsafe Fibre Installation – Ongoing Dispute

We are raising a serious concern regarding the fibre installation completed at our property under Frogfoot’s network.

The conduit and fibre were installed in an unsecured manner next to our swimming pool, without proper fastening or securing. This fundamentally flawed installation led to repeated service issues and safety concerns.

To prevent further damage and ensure the safety of our children and pets, we personally excavated and repositioned the conduit at our own expense. This was done purely to mitigate risks created by the original installation.

Additionally, inside our ceiling the fibre remains unsecured. During a geyser emergency, this created a hazardous situation when access to the ceiling was required. Properly secured infrastructure would have prevented this risk.

Despite raising these concerns and providing evidence, the feedback provided to MWEB indicated that we were effectively responsible. We strongly dispute this. The installation was never secured to an acceptable standard from the outset.

We should not be held financially liable for repairs required as a result of defective or negligent installation practices.

We request:

• Confirmation that installation standards were met and inspected. • Clarification on why conduit was left unsecured in multiple areas. • Written confirmation that we will not be held liable for repair costs arising from installation defects. • A clear plan for removal of all Frogfoot infrastructure from our property.

Customers should not have to correct or absorb the cost of unsafe or substandard installations.

We await a formal and accountable response.