FAQs

Frogfoot Rise is a prepaid cost-effective solution that is designed to target a market that has not previously had the means to connect to fibre Internet services, or alternatively have basic connectivity requirements and prefer to be on a prepaid service and not contract bound.

This fibre infrastructure and equipment is installed in homes within Frogfoot Rise coverage areas prior to orders being taken for the product, enabling the user to buy prepaid services once installed.

Frogfoot must adhere to laws which require all Subscribers for electronic communication services to undergo RICA verification.

During the registration process, Subscribers be required to:

• Provide a valid mobile number to enable One-Time-Pin (OTP) access to Rise online portal.
• Provide a photograph of their South African Identity Document – where a South African Identity Document is not available, a photograph of their passport – with the passport expiry date clearly visible will be accepted. Note that drivers licenses will not be accepted.
• Provide a photograph of themselves holding their Identity Document or passport as verification.
• Consent to allow Frogfoot to share their personal information with Internet service providers strictly for RICA compliance and provision of the Rise service.
• Choose a preferred Internet Service Provider to recharge after the free trial.

Once Frogfoot Rise contractors complete the installation, the residents of the respective property can access the internet for free during a trial period. The trial is not available for new tenants in properties where the trial period has already been used by previous tenants or where the device has been replaced with a new device.

You and your family can just sit back and enjoy great connectivity by watching your favourite shows, streaming music, or just chatting with your WhatsApp friends.

Your selected Internet Service Provider (“ISP”) will be in contact before the free trial period expires to arrange for continued activation of service and recharge the beyond the trial.

• Your selected ISP will contact you before the end of the free trial.
• The ISP will explain the next steps to you and tell you about the Rise products available to you.
• Once you have decided on the speed and term, your selected ISP will place a Rise order with Frogfoot.
• You will receive a payment link via SMS or Email to make payment of your Rise Prepaid service.
• Should you subscribe for a Rise prepaid service during the trial period, the paid service term shall commence once the free trail period has lapsed.
• Once payment is successful, your ISP will activate your service and you can continue to enjoy unlimited affordable connectivity.

Frogfoot Rise offers the following unlimited, affordable fibre speeds: 10/5Mbsp, 20/10Mbps and 50/25Mbps.

Subscribers can choose from subscription periods of either 7-, 14- or 30- days.

Only payment in South African Rand (ZAR) via debit card, credit card or 1Voucher (powered by Flash) will be accepted.

You will have the option to choose between a “once-off” or “recurring subscription” payment when paying with a credit card or debit card

You can choose to subscribe for a recurring payment plan with durations of 3,6, or 12 months. Your recurring payment will match the original recharge subscription in terms of speed (10,20, 50Mbps) and duration (7,14,30 days), and it will continue to be automatically deducted from your selected account for the chosen 3, 6, 12 month period.

For example: If your package is a 10/5 Mbps plan for 7 days at R69 (including VAT), and you’ve opted for a recurring payment plan of 3 months, a deduction of R69 will occur two days before the start date of your new 3 month contract.

Your recurring subscription payment will be automatically deducted from your account 2 days before the new service start date. It is important to ensure that there are enough funds available in your account to cover this payment. If the payment is not successful after three attempts, and your subscription is out of contract, your service will be suspended until you make the necessary payment to reactivate it.

Your recurring subscription will be automatically cancelled after 3rd failed attempts, and you will have to reinstate your recurring subscription payment.

You can log into your profile, under Recharge select “Subscribe” to reinstate your recurring payment or alternatively select “Once Off” to pay for service once.

You will be able to cancel your recurring subscription payment at any given time within the registered subscribe profile, under subscription details. As Frogfoot is acting as a collection agent on behalf of the Subscriber’s chosen ISP, the onus will be on the Subscriber to cancel the re-occurring subscription on the Subscriber’s selected credit card or debit card. Please note there is a strict no-refund policy applicable to the Service. This means that you will not be able to cancel your recurring payment and claim a refund once payment has been made and the Service period commences.

• The Frogfoot Rise Prepaid service is only available in pre-installed homes (not businesses) within the Frogfoot Rise coverage areas.
• The Frogfoot Rise Prepaid service does not allow for Wi-Fi extenders.
• This service is not recommended for homes that are bigger than 100m2.
• The number of smart devices connected to the Frogfoot Rise Prepaid service at any given time within a Subscriber’s home is limited to a maximum of ten (10) devices.

Frogfoot Rise is only available in selected Frogfoot Fibre areas. To find out if this product is available in your area, please check your coverage at www.rise.frogfoot.co.za

Yes, you can upgrade or downgrade by selecting a preferred speed and subscription period once current subscription is due for recharge. Upgrade or downgrade of Frogfoot Rise is only allowed through your current ISP.

You can recharge by logging into your profile via the Frogfoot Rise website www.rise.frogfoot.co.za and selecting Recharge option. You can recharge with a 1Voucher or with debit/credit card payment.

Alternatively, you can place a recharge order with your selected ISP.

No, your Internet service will be placed on hold once your current subscription ends. This suspension will last for thirty (30) days or until you decide to recharge within this thirty (30) day window. If you do not recharge within this thirty (30) day period, your service will be automatically terminated. To resume Rise service, you will need to reapply for the Fibre service by visiting the website www.rise.frogfoot.co.za.

Yes, you will need to notify your current ISP of your intention to terminate the service once your term expires or by selecting “Change ISP” within your profile on Frogfoot Rise website.

No, the device belongs to Frogfoot and must stay at the property where it was originally installed. If your new residence is within the Frogfoot Rise coverage area and doesn’t have an existing device, please inform us, and one of our Frogfoot Rise Ambassadors can arrange the installation of a new device at your new property.

If you are a new tenant or user and there is an existing Frogfoot Rise device installed, you will not be eligible for the free trial service. Instead, you will need to follow these steps:

1. Register by visiting www.rise.frogfoot.co.za
2. Choose your desired speed, prepaid term, and preferred ISP.
3. Make a payment for the service using either a Debit card, Credit card, or a 1ForYou voucher to start enjoying affordable prepaid fibre with unlimited data.

You will need to contact your ISP for assistance or alternatively you can email us rise@frogfoot.com for assistance.

After successfully registering for the free trial period, you will receive Wi-Fi details and password credentials via SMS or email.

When you switch to your preferred ISP with paid services, the password will change once again, and you will be notified of the new password through SMS or email, sent to the registered person.

If your service is in a “Suspended” state, you can still log onto the Wi-Fi using a generic password, which will be “p@ssword.” This will direct you to the Rise landing page where you can recharge your service.

The SSID of your Wi-Fi will be in the format of i.e. Frog(lily)_Rise#A1B2C3 with the password being xxxxxx.

For your convenience, the Wi-Fi credentials will also be accessible within your Profile.

An ISP, or ‘Internet Service Provider,’ is the company that supplies your internet service after your

promotional Frogfoot service expires.

You can contact your Internet Service Provider (ISP) or Frogfoot Rise.

• If you are still using the promotional service, you can contact Frogfoot Rise at rise@frogfoot.com

• If you have already paid your Internet Service Provider (ISP), you can view their details within your profile under the ‘Order Tracking’ tab, on the “Contact us” page of Rise website, or by reaching out via the website chatbot.