MS
Matevhu S
1 reviews | Active since Mar 2024
03 Sept 2025, 18:13
11 days no connection, no response!!
Day 11, NO INTERNET! They do not answer calls, WhatsApp no response. Metrofibre complains team keep on apologising, but nothing is being done. Router swap was done, 13 hours now. Still not working.
can I get a refund then you cancel the line? What a horrible service..
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
03 Sept 2025, 18:24Dear Matevhu Simali
Thank you for reaching out and highlighting the challenges you've been facing. We completely understand your frustration, especially given the extended downtime and lack of response through our support channels.
This is certainly not the experience we aim to deliver, and we acknowledge that the delay in resolving your issue has caused significant inconvenience. We can confirm that your concern has been escalated, and our team will be conducting a follow-up to ensure it is addressed as a priority.
Regarding your request for a refund and cancellation, we are reviewing your account, and one of our team members will contact you shortly with the available options and next steps.
We appreciate your patience, and we’re committed to resolving this matter as efficiently as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and highlighting the challenges you've been facing. We completely understand your frustration, especially given the extended downtime and lack of response through our support channels.
This is certainly not the experience we aim to deliver, and we acknowledge that the delay in resolving your issue has caused significant inconvenience. We can confirm that your concern has been escalated, and our team will be conducting a follow-up to ensure it is addressed as a priority.
Regarding your request for a refund and cancellation, we are reviewing your account, and one of our team members will contact you shortly with the available options and next steps.
We appreciate your patience, and we’re committed to resolving this matter as efficiently as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply03 Sept 2025, 18:24
Official
Dear Matevhu Simali
Thank you for reaching out and highlighting the challenges you've been facing. We completely understand your frustration, especially given the extended downtime and lack of response through our support channels.
This is certainly not the experience we aim to deliver, and we acknowledge that the delay in resolving your issue has caused significant inconvenience. We can confirm that your concern has been escalated, and our team will be conducting a follow-up to ensure it is addressed as a priority.
Regarding your request for a refund and cancellation, we are reviewing your account, and one of our team members will contact you shortly with the available options and next steps.
We appreciate your patience, and we’re committed to resolving this matter as efficiently as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and highlighting the challenges you've been facing. We completely understand your frustration, especially given the extended downtime and lack of response through our support channels.
This is certainly not the experience we aim to deliver, and we acknowledge that the delay in resolving your issue has caused significant inconvenience. We can confirm that your concern has been escalated, and our team will be conducting a follow-up to ensure it is addressed as a priority.
Regarding your request for a refund and cancellation, we are reviewing your account, and one of our team members will contact you shortly with the available options and next steps.
We appreciate your patience, and we’re committed to resolving this matter as efficiently as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MS
Matevhu S's updateReviewer Update
03 Sept 2025, 19:39Even via email.
You said someone will contact me shortly.
It was around 18:10, it’s now 19:38 no one contacted me and nothing is being done.
And it was the same Siboniselo who rep**** on metrofibre complains email.
When is “shortly”?
You said someone will contact me shortly.
It was around 18:10, it’s now 19:38 no one contacted me and nothing is being done.
And it was the same Siboniselo who rep**** on metrofibre complains email.
When is “shortly”?
MS
Matevhu S's update03 Sept 2025, 19:39
Reviewer Update
Even via email.
You said someone will contact me shortly.
It was around 18:10, it’s now 19:38 no one contacted me and nothing is being done.
And it was the same Siboniselo who rep**** on metrofibre complains email.
When is “shortly”?
You said someone will contact me shortly.
It was around 18:10, it’s now 19:38 no one contacted me and nothing is being done.
And it was the same Siboniselo who rep**** on metrofibre complains email.
When is “shortly”?
MetroFibre Networx's replyOfficial
03 Sept 2025, 21:51Dear Mr. Simali,
Thank you for your follow-up.
We understand how deeply frustrating this ongoing issue has been, and we acknowledge the delay in the promised communication. Please rest assured that your concern remains a priority.
We have escalated the matter to the relevant department, and internal follow-ups have been made to ensure that your case receives the attention it deserves. While we regret that the response has taken longer than expected, we are actively pushing for a resolution.
A team member will be in contact with you directly regarding your service status, refund request, and line cancellation options.
We remain committed to ensuring this is resolved as soon as possible.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
Thank you for your follow-up.
We understand how deeply frustrating this ongoing issue has been, and we acknowledge the delay in the promised communication. Please rest assured that your concern remains a priority.
We have escalated the matter to the relevant department, and internal follow-ups have been made to ensure that your case receives the attention it deserves. While we regret that the response has taken longer than expected, we are actively pushing for a resolution.
A team member will be in contact with you directly regarding your service status, refund request, and line cancellation options.
We remain committed to ensuring this is resolved as soon as possible.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
MetroFibre Networx's reply03 Sept 2025, 21:51
Official
Dear Mr. Simali,
Thank you for your follow-up.
We understand how deeply frustrating this ongoing issue has been, and we acknowledge the delay in the promised communication. Please rest assured that your concern remains a priority.
We have escalated the matter to the relevant department, and internal follow-ups have been made to ensure that your case receives the attention it deserves. While we regret that the response has taken longer than expected, we are actively pushing for a resolution.
A team member will be in contact with you directly regarding your service status, refund request, and line cancellation options.
We remain committed to ensuring this is resolved as soon as possible.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
Thank you for your follow-up.
We understand how deeply frustrating this ongoing issue has been, and we acknowledge the delay in the promised communication. Please rest assured that your concern remains a priority.
We have escalated the matter to the relevant department, and internal follow-ups have been made to ensure that your case receives the attention it deserves. While we regret that the response has taken longer than expected, we are actively pushing for a resolution.
A team member will be in contact with you directly regarding your service status, refund request, and line cancellation options.
We remain committed to ensuring this is resolved as soon as possible.
Kind regards,
Sibonisile Sithole
Complaints & Escalations