1 reviews | Active since Dec 2018
5 Days Without Service. Zero Accountability
This is completely unacceptable service.
The fault was logged on Monday, 27 January 2026. It is now Friday and there is still no resolution. I followed all troubleshooting steps immediately, including a full factory reset, with no improvement. This was confirmed to support on the same day.
Since then, I have made multiple calls, been promised feedback “within minutes” on several occasions, and had the issue escalated to Ops Engineering — with no action or meaningful response.
Instead of resolving the problem, MetroFibre attempted to force me to pre-emptively accept technician charges, despite the fault potentially being network- or provider-related. I clearly stated I would only accept charges if the fault is proven to be within my private home network. That response has been ignored.
This outage affects internet, VOIP, and my ability to work, yet there has been no urgency, ownership, or accountability from MetroFibre.
After almost a full working week, I am still waiting. Only this morning was I told that a technician might contact me.
I am posting this here because standard support and the complaints process have failed. MetroFibre needs to intervene immediately and resolve this fault.
Thank you for bringing this matter to our attention. The length of time this fault has remained unresolved, combined with the lack of clear feedback and ownership, is acknowledged and does not reflect the standard of service expected from MetroFibre.
Your fault, logged on Monday, 27 January 2026, should have progressed with far greater urgency—particularly given the confirmed troubleshooting already completed and the impact on your connectivity, VOIP services, and ability to work. The repeated assurances of feedback that were not followed through, as well as the absence of decisive action after escalation, are noted with concern.
This case has been escalated for immediate intervention by the Operations Team, with a clear directive to priorities resolution and provide direct communication. You will receive a concrete update regarding technician engagement and next steps without further delay.
We appreciate you raising this issue and allowing it to be addressed at the appropriate level. Restoring your service is now being actively driven with the urgency it requires.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention. The length of time this fault has remained unresolved, combined with the lack of clear feedback and ownership, is acknowledged and does not reflect the standard of service expected from MetroFibre.
Your fault, logged on Monday, 27 January 2026, should have progressed with far greater urgency—particularly given the confirmed troubleshooting already completed and the impact on your connectivity, VOIP services, and ability to work. The repeated assurances of feedback that were not followed through, as well as the absence of decisive action after escalation, are noted with concern.
This case has been escalated for immediate intervention by the Operations Team, with a clear directive to priorities resolution and provide direct communication. You will receive a concrete update regarding technician engagement and next steps without further delay.
We appreciate you raising this issue and allowing it to be addressed at the appropriate level. Restoring your service is now being actively driven with the urgency it requires.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations