TCS Franschhoek - Disappointing Service

TCS FRANSCHHOEK – EXTREMELY DISAPPOINTING SERVICE

If you’re considering signing up with TCS Franschhoek as your ISP, I strongly suggest you read this first. My experience over the last six weeks has been nothing short of frustrating, exhausting and completely unacceptable.

I went out of my way to start my line-move process early. On 29 October, more than a month before my occupation date of 1 December, I submitted all the required documentation to ensure a smooth transition. I made it very clear from the start that my wife, my son and I all work from home, so uninterrupted internet access is absolutely critical.

I did everything they asked, immediately. • Completed the new installation form the same day. • Completed the Frogfoot application and gave the full 30-day notice. • Followed their instructions to switch on and leave on the Frogfoot ONT. • Allowed for the previous owner’s cancellation window. • Even accepted a week of downtime when we took occupation early on 24 November.

What I got in return? A month of excuses, blame-shifting, and zero accountability.

1. A MONTH OF SILENCE – THEN LAST-MINUTE CHAOS

Despite having almost 30 days to book an installation, I only received a call from ECHO Optics (the Frogfoot installers) on 25 November — the day before activation was supposed to happen — telling me they would only be able to install the router on 5 December.

Only after I expressed frustration did they suddenly “find” an earlier opening on 3 December, sent a technician, and replaced the router. You’d think that means I’d finally get online.

No. Even after installation, the technician said I would still have to wait until the 5th for activation — making the whole “earlier appointment” pointless.

2. 5 DECEMBER ARRIVES… AND I’M STILL OFFLINE

After repeatedly emailing TCS on the activation day, I finally get a one-line explanation:

“We can’t see the ONT so we can’t activate you.”

No explanation why they can’t see it. No explanation of what the technician did or didn’t test. No plan of action. No timeline. No urgency.

Just: “It’s a Frogfoot issue.”

3. TCS BLAMES EVERYONE BUT THEMSELVES

I am not a client of Frogfoot. I am a client of TCS Franschhoek. Yet every single delay, every unanswered question, every failure is blamed on Frogfoot, as if TCS is merely a powerless middleman.

This is an actual response I received on 5 December:

“We’d like to advise that we as TCS have done everything in our power… unfortunately the situation is out of our hands…”

If it’s “out of their hands,” then what exactly am I paying them for?

4. ZERO PROACTIVE SUPPORT – NO SITE VISIT – NO OWNERSHIP

TCS never once came to my home to investigate the problem. In fact, their excuse was that Somerset West is too far for them to travel.

So: Does distance discount my monthly fee? Do I get partial service for a full price? Or is the customer just expected to accept sub-standard support?

5. MANAGEMENT ABSENT WHEN NEEDED MOST

When I tried to escalate the matter on Friday, the response I received was:

“Our manager is out of the office today.”

After weeks of delays, missed activation dates, contradictory instructions, and zero internet access, that is the level of customer care I receive.

I have been without functional home internet during one of the most disruptive periods imaginable — moving houses while running multiple businesses remotely. I went above and beyond to ensure TCS had everything they needed well in advance. Yet the result has been:

- Missed deadlines - Vague excuses - Blame passed to other providers - No accountability - No urgency - No meaningful communication - And still… NO INTERNET

If TCS wants to position themselves as a professional ISP, then “it’s not our fault” is not an acceptable customer service strategy. I pay them, not Frogfoot, and after this experience I genuinely cannot recommend TCS Franschhoek to anyone who relies on reliable service, proper communication, or basic competence.