Service failure due to ONT provision

This is formal complaint regarding the ongoing service failure between MWEB and Frogfoot at my premises.

I recently migrated to Frogfoot fibre through MWEB. At no point during the order, activation, or support process was I advised that the existing ONT (installed by a previous fibre provider) would **not** be compatible with Frogfoot and would need to be replaced and provisioned by Frogfoot. During which both mweb and frogfoot requested I send pictures of the current ONT box installed which I did but still don't understand why they requested if they never planned on replacing the box. It's not like this is the first time they migrating a client, I am in shock of how this whole situation is being handled.

As a result of this omission, I have spent several days troubleshooting connectivity issues, entering PPPoE credentials, and engaging with support — only to later discover that the root cause is the use of an ONT that cannot be authenticated on the Frogfoot network. This is a fundamental requirement that both MWEB and Frogfoot should reasonably have identified upfront.

Despite multiple interactions with support, the only feedback I continue to receive is that “the matter has been escalated” and that it is still within turnaround time. There has been **no sense of urgency**, no proactive communication, and no acknowledgement of the operational impact this has caused.

I work remotely and rely entirely on a stable internet connection to perform my job. Due to this failure in service delivery and communication, I am now forced to make **alternative (and potentially costly) arrangements** to remain online — something that could have been avoided had the correct ONT requirements been communicated and actioned from the start.

To be clear:

* The service has not been deliverable due to incorrect ONT provisioning. * A technician came to my check the required hardware but never replaced or mentioned that an ONT was required * The delay and lack of urgency are causing real financial and professional impact.

I would appreciate a senior support or service delivery manager to take ownership of this matter and resolve it urgently.

If I could cancel this order now I would do it in a heartbeat, I regret changing providers. This is not how I imagined migrating to mweb would be.