Ticket number: *** Incorrect Placement of Fibre Line on Neighbours wall

Ticket number: ***

Feedback to Frogfoot:

We come from Pretoria and used to run a Openserve 100mbs line up and down and never had any issues. Our speed and connection was constant. We switched to Frogfoot as you were the only available service provider in the area. We went from a 100mbs to a 120mbs up and down line and experience constant fluctuation in speed and connectivity. This even after we got an extender.

On top of that the installation company used (Mars Network and Risk Services) installed the fibre line on the neighbor's wall which you as Frogfoot do not want to take responsibility for. After the neighbor complained and we inspected, we could clearly see that the wall in question is an extension of there property and clearly not a part of ours. We ourselves have never had to have an installation and thus do not know what to check for, however, it's not our responsibility to tell you as the experts how to do your job.

As a fibre installation company who does this daily, it is your responsibility: - To follow the best practices and obtain the necessary consents before commencing work, especially in shared or complex environments. (In this case a complex); - To know better than to install a line on a property or structures not owned or controlled by the person who ordered the service (in this case the wall extends visibly from the neighbor's house and we are tenants), unless explicit permission is granted. - To admit and accept liability for a move or removal and any associated costs when you or the installation company placed the line on a neighbor's wall without consent from the neighbor and / or body corporate.

Therefore, we will not be recommending anyone to use Frogfoot.

If you are the only service provider in an area, I would think that you would go out of your way to ensure service excellence, however this does not seem to be the case. You don't care about how the line gets installed just that it gets done, nor do you care about connectivity or speed (and in this case those 2 factors determine whether we can pay you or not as both, myself and my husband work from home).

Final note: When you send anyone to install, make sure they are competant and are aware of the do's and don'ts - This is costing us. But it will cost you in social media even more!