1 reviews | Active since Nov 2021
Complete Service Failure
Left Without Internet Due to Negligence, No Accountability, No Resolution
I am absolutely disgusted by the complete lack of service and accountability from Home-Connect, in partnership with their fibre infrastructure provider, Frogfoot.
Frogfoot carried out work in my complex (Unit 17) and in doing so, disrupted and killed my internet connection entirely. This was not a fault on my side — this was caused directly by their technician's incompetence. Frogfoot has a well-known history of messing up other residents' lines when working in complexes, and it has now happened to me.
To make matters worse, after causing the disruption themselves, Frogfoot is only able to allocate a technician TOMORROW to come and fix the mess they created today. So not only did they break my connection through their own negligence, they cannot even be bothered to urgently fix a problem they caused on the same day. This is completely unacceptable.
When I contacted Home-Connect to report the outage and request urgent assistance, I was met with nothing but deflection and delays. I was told:
- A technician cannot be dispatched immediately - The issue must first be "logged and investigated" by the fibre provider - They are "awaiting feedback" from Frogfoot
At no point was I given a clear timeline or ETA for restoration. At no point did anyone take ownership of the problem. I was essentially told to sit and wait with no internet, no compensation, and no urgency shown whatsoever.
What makes this even more unacceptable is that I WORK FROM HOME. Internet is not a luxury for me — it is how I earn my income. Every single hour I am offline is costing me money. I have been forced to spend my own money on mobile data just to function, and Home-Connect has shown zero willingness to reimburse me or even acknowledge the financial impact this is having on me.
I pay monthly for a reliable internet service. I am not receiving that service. The disruption was caused by their own network partner. Yet I am the one suffering the consequences with no solution in sight.
I am now formally demanding: 1. An immediate and urgent resolution with a confirmed ETA 2. Full reimbur*****t for mobile data costs incurred during this outage 3. A pro-rata credit for all days of service lost — including today while I wait for Frogfoot's delayed technician 4. A formal explanation of how this will be prevented from happening again
If these demands are not met promptly, I will be cancelling my contract immediately and pursuing this matter through the relevant consumer protection channels.
Home-Connect — you cannot hide behind Frogfoot. You are my service provider. You took my money. You are responsible. Do better.
- On [insert date], Frogfoot technicians performed work in my complex. Immediately afterward, my internet connection went down completely.
- The outage lasted from 17:00 yesterday until 17:00 today — a full 24 hours.
- I work from home and rely on my internet. Because of the outage, I had to use my own mobile data from 18:00–22:00, costing me 3 GB at R35/GB = R105 out-of-pocket. I have a screenshot of my usage as proof.
I contacted Home-Connect/Home-Connect support multiple times. I received the following response: “Thank you for taking my call and for confirming that the connection has been restored.
However, we are unable to reimburse for the downtime, as our SLA allows for a resolution timeframe of 24–72 working hours, and the issue was resolved within this period. We do understand that the fault was not on your side, but this appears to have been an instance of a random link outage. We have sent a request to Frogfoot for an updated report explaining the cause of the fault and the resolution provided.”Why this is unacceptable:
- The outage was directly caused by work performed by Frogfoot technicians, not a “random link outage.” My connection was stable prior to their work.
- 24 hours offline is significant for someone working from home — it is not just an inconvenience, it is a financial and operational loss.
- The R23/day argument they used is ridiculous; I was forced to spend R105 on mobile data because of their network partner’s negligence.
- Warn other potential customers about the risks of Frogfoot in complexes and Home-Connect/Afrihost’s handling of outages.
- Push Home-Connect/Afrihost to take responsibility and reimburse affected customers.
I want full acknowledgment of the outage cause, R105 reimbur*****t for mobile data, and a commitment to prevent similar incidents in the future.
- On [insert date], Frogfoot technicians performed work in my complex. Immediately afterward, my internet connection went down completely.
- The outage lasted from 17:00 yesterday until 17:00 today — a full 24 hours.
- I work from home and rely on my internet. Because of the outage, I had to use my own mobile data from 18:00–22:00, costing me 3 GB at R35/GB = R105 out-of-pocket. I have a screenshot of my usage as proof.
I contacted Home-Connect/Home-Connect support multiple times. I received the following response: “Thank you for taking my call and for confirming that the connection has been restored.
However, we are unable to reimburse for the downtime, as our SLA allows for a resolution timeframe of 24–72 working hours, and the issue was resolved within this period. We do understand that the fault was not on your side, but this appears to have been an instance of a random link outage. We have sent a request to Frogfoot for an updated report explaining the cause of the fault and the resolution provided.”Why this is unacceptable:
- The outage was directly caused by work performed by Frogfoot technicians, not a “random link outage.” My connection was stable prior to their work.
- 24 hours offline is significant for someone working from home — it is not just an inconvenience, it is a financial and operational loss.
- The R23/day argument they used is ridiculous; I was forced to spend R105 on mobile data because of their network partner’s negligence.
- Warn other potential customers about the risks of Frogfoot in complexes and Home-Connect/Afrihost’s handling of outages.
- Push Home-Connect/Afrihost to take responsibility and reimburse affected customers.
I want full acknowledgment of the outage cause, R105 reimbur*****t for mobile data, and a commitment to prevent similar incidents in the future.