I am not a Frogfoot client, I am a Home-Connect client.

Al I wanted was a simple swop from one account holder to another account holder, with the same service, on the same premises, with the same bank account. Easy peasy.

No, not so. Middle December we were told that the service first has to be cancelled in the first person's name. Great, that was done! However, the service would only be terminated on 1 February 2021, after which we can apply for a new service in the second person's name.

No problem I thought, let me be pro active and apply early. So I app**** for a new service on 28 January 2021. A very helpful Blyne assisted with this. I did have to send him a bank letter, which I did an hour or two later.

Then Monday 1 February 2021 comes along. No internet connection. Well, was my thought, I did complete an application, but let me find out when the connection will be activated again.

I phoned and spoke to the lovely Kiara who told me that the application lacked a bank letter and was not completed. Blyne, obviously you slipped up there buddy! (And then you were not at work and I could not relay my unhappiness to you personally.) The lovely Kiara went out of her way to assist me back and forth through emails and phone calls. During one of the calls, I asked her when the service will be active again. That was about 14H00 on Monday 1 February 2021. She informed me that it would take 24 to 72 hours. I let her know that I desperately need internet access as this was supposed to be just a simple name swop on a contract. She said that those are the lead times, but she will try and expedite the activation.

Tuesday morning I phoned again around 11H00 and spoke to a very helpful Kim. Again I explained the whole saga. I wanted a simple swop from one contact to another. Kim promised to find out what was going on and escalated the problem to technical. She later phoned back and asked me to take pictures of the installation at my premises and make sure to include all serial numbers, as Frogfoot was having a problem tracing the installation on their systems. I did that.

Later the same day I spoke to a guy who was with technical, but his line was so bad that I gave up trying to understand what he tried to tell me.

On Wednesday at the 48 hour mark I phone technical again and spoke to a very efficient Neil who explained to me that technical did receive the photos sent and sent it on to Frogfoot. He said the matter is now entirely in the hands of Frogfoot. Um, yes, I said, that I understand that, but I am not dealing with Frogfoot, Home-Connect is on my behalf. He promised to speak to Frogfoot (even though he had no direct contact there) and that he will phone me back. Kudos to Neil, he did and said that the matter has been escalated to Frogfoot "management".

Unfortunately I have experienced Frogfoot's service with the fibre installation, which took months to activate after everything was in place. I realized then that Frogfoot and management should NEVER!!! be used together. EVER!!!

My gripe is that even the 72 hours promised lead time by Home-Connect has passed. Everything is now in the hands of Frogfoot. BUT, I AM NOT A CLIENT OF FROGFOOT. HOME-CONNECT IS. Home-Connect is my service provider and deducts money from my bank account. NOT FROGFOOT. Home-Connect should ensure that Frogfoot lives up to their promises for the sake of Home-Connect's clients.

I can only hold Home-Connect responsible for the fact that a simple name change on a contract has left me without internet access for longer that the promised lead time and that I still have no idea how long I will still be without it.