Vox & Frogfoot Fibre - First class fools

The best way I can describe our experience with these two clown companies is that it was like being trapped in 2 movies... Initially a pleasant romance, when everything was working well, but later on it turned into a mixture of 50 first dates and a horror movie when 'the fault' started, and there's no happy ending with this movie. The tech support guys want to keep trying the same procedures that don't work over and over again ad nauseum, instead of getting technical staff out to the premises before pushing the customer to the point of contemplating suicide.

Vox had notified us of emergency planned maintenance on the 14th of January between 6pm and 6:30pm. As scheduled, connectivity was lost at exactly 6pm, and then it never recovered after that. All lights on the ONT were still on though. Vox checked their side and said everything was fine, they spoke to Frogfoot who checked their side and said everything was also fine, they could see that we weren't connected, but everything was fine on both sides. Amazing hey? Schroedinger's fibre connection. 100% perfect, but also disconnected, at the same time.

After spending about 5 hours on the phone with various tech support staff, with me listening to their instructions and unplugging and reinserting the ****** LAN cable about 2000 times, trying about 69 different LAN cables, rebooting the ONT and the router 21 million times, trying 2 different routers, and a laptop plugged directly into the ONT, trying a test data account that Vox created, only after all of that, Vox sent a technician from their side to come to the house and have a look. He spent 2 hours here, got absolutely nowhere, and then left again. I then got hold of tech support and requested that Vox provide us with a loan 4G backup connection to offer us the same level of service that we were paying for, so that they could take the next 250 years to sort out the fibre link if they wanted to. They refused outright.

Fault was then escalated to the core engineers (core circus clowns) at both Vox and Frogfoot, one of whom eventually managed to get the account to authenticate, so technically connectivity was restored, but with massive packet loss, and sessions dropping out continuously, which rendered the connection unusable. After a short while the connection just dropped again entirely.

So here we sit nearly a week later with no internet and 2 businesses which depend on said internet connection while these d*ckheads mess around. Tomorrow we cancel with these fools and move to a wireless service provider, that actually provides some sort of service. Think twice before you invest in a fibre connection in SA. Fibre strands are fragile and when these bumblef**cks are rough with the fibre strands, problems just like the above-mentioned occur, but don't stress chaps (Vox & Frogfoot Fibre), it's always someone else's fault. Because you're two separate companies, there's always someone else to blame, and no need to send out a technician to fix their infrastructure stuffups, the blame game is far easier. Maybe one day when you boys are done riding the fibre gravy train loaded with new clients, you'll start competing on a reliability level, but for now, we're out. I urge everyone considering fibre to think twice... Decide first whether or not you're prepared to potentially spend weeks without a connection that you're paying good money for, before you invest in fibre.