RSAWEB UNABLE TO ASSIST WITH FROGFOOT OUTAGE

This situation has now become completely unacceptable.

We reported damage to a Frogfoot cable on our property last Saturday after plumbers accidentally hit it. At the time, we were advised that the turnaround time would be 24–48 hours. It is now Thursday — well beyond the stated SLA — and we still have no resolution, no estimate, and no confirmed repair date.

RSAWeb has contacted us multiple times to check whether Frogfoot has made contact or provided any update. Each time, we have had to confirm that there has been no contact and no progress. RSAWeb’s response has consistently been that they are “waiting on Frogfoot,” leaving us completely stuck between the two parties.

A contractor did eventually come out earlier in the week but only inspected the damage and mentioned that the repair would be expensive. No estimate or quotation was provided. We were later told that the work would be done and that we would simply be invoiced afterward, which is not acceptable. We cannot agree to an open-ended cost without a quotation.

It is absolutely ridiculous that it should take over a week not only to repair a damaged cable, but even just to provide an estimate. We urgently need our internet restored before the weekend, and at this point there has been no clear communication, no problem-solving, and no sense of urgency from Frogfoot.

While I understand that the damage was not caused by Frogfoot, I pay for a service and have now been without that service far beyond the agreed SLA.

We are requesting, as a matter of urgency:

A clear estimate or quotation for the repair, and

Immediate confirmation of a repair date.