No respect for customers.

Yesterday my router's lights turned off and would not turn again. No, I was not experiencing the usual Eskom woes of loadshedding, nor was I experimenting with the plugs trying to be a handyman. The lights, of their own accord, switched off. I tried rebooting, turning it off and on again, unplugging, replugging and changing power points but nothing worked. I was troublshooting with ease, because this was the third router in THREE years that is doing this so I knew the ropes by now. Nothing helped.

I logged the call with their technician and begged him to mark it as urgent as I work from home. He informed me, "you ALL work from home, so you're not urgent."He then assured me the Metro Fibre will contact me soon. When an hour went by without contact, I sent an email to a Sharon, who's details are listed on Lucert's website and occasionally sends emails thanking me for payment. Radio silence from her. Two hours later, when I still had no contact from anyone, I sent a WhatsApp to Lucert NOC who promised me that my ticket has been escalated.

This morning I wake up to no messages, calls or anything from either Metro Fibre or Lucert. I call Metro Fibre myself only to find that there is no ticket logged for my unit. The agent tells me that the ticket resolution will take 3-4 working days. No matter how much I explain that I just need someone to swop out the router for a new one, they tell me about their process. I had 3 agents hang up on me and one who told me to check my emails. How without a router!!! Lucert dropped the ball here, and Metro Fibre has the unfortunate job of trying to make Lucert's customer happy. The two companies need to fix their problems because I am inconvenienced because of a lack of communication and blantant disregard of what I might be going through.

The final lady that I spoke to told me to send an email and request compensation for the days that I will be without fibre. All I want is for someone to come through and swop routers. I think that would be the cheapest and convenient solution all round. Please can someone reach me so we can put the matter to rest.