TM
Tiyiselani M
1 reviews | Active since Jan 2011
26 Aug 2025, 12:09
72 hours of no service but i pay full amount
i didnot have connection for morethan 72 hours, from 13:55 saturday 23/08/2025 until monday 14:42. and i logged a case to be reimbursed for the hours i suffered and had to buy data for.
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Replies (2)
MetroFibre Networx's replyOfficial
26 Aug 2025, 12:21Dear Tiyiselani
Thank you for bringing your concerns to our attention and for your patience as we review your complaint. We note the service interruption you experienced, as well as your request for reimbur*****t for the affected period.
Our team is currently reviewing the matter and we will provide you with direct feedback on the outcome and ensure you are kept updated throughout the process.
We appreciate your patience as we work to ensure a resolution.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention and for your patience as we review your complaint. We note the service interruption you experienced, as well as your request for reimbur*****t for the affected period.
Our team is currently reviewing the matter and we will provide you with direct feedback on the outcome and ensure you are kept updated throughout the process.
We appreciate your patience as we work to ensure a resolution.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Aug 2025, 12:21
Official
Dear Tiyiselani
Thank you for bringing your concerns to our attention and for your patience as we review your complaint. We note the service interruption you experienced, as well as your request for reimbur*****t for the affected period.
Our team is currently reviewing the matter and we will provide you with direct feedback on the outcome and ensure you are kept updated throughout the process.
We appreciate your patience as we work to ensure a resolution.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for bringing your concerns to our attention and for your patience as we review your complaint. We note the service interruption you experienced, as well as your request for reimbur*****t for the affected period.
Our team is currently reviewing the matter and we will provide you with direct feedback on the outcome and ensure you are kept updated throughout the process.
We appreciate your patience as we work to ensure a resolution.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's replyOfficial
26 Aug 2025, 12:31Dear Tiyiselani,
Thank you for your patience as we worked to investigate your credit request. We have reviewed your case in detail with our Finance Team, and we regret to inform you that no credit can be granted to reimburse the costs you incurred for purchasing data during the period of downtime.
As per the feedback provided by our Finance Team, it is important to note that the MetroFibre FTTH GPON network is designed to provide an average availability of 95% per year, and this commitment is delivered on a best-effort basis to GPON customers. In line with our FTTH Service Levels, MetroFibre will endeavour to repair faults impacting a customer’s service within 24 hours. However, this is not guaranteed and does not serve as a punitive measure in our Terms and Conditions.
We remain committed to ensuring your service experience is consistent and reliable, and we thank you once again for your patience and cooperation throughout this process.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your patience as we worked to investigate your credit request. We have reviewed your case in detail with our Finance Team, and we regret to inform you that no credit can be granted to reimburse the costs you incurred for purchasing data during the period of downtime.
As per the feedback provided by our Finance Team, it is important to note that the MetroFibre FTTH GPON network is designed to provide an average availability of 95% per year, and this commitment is delivered on a best-effort basis to GPON customers. In line with our FTTH Service Levels, MetroFibre will endeavour to repair faults impacting a customer’s service within 24 hours. However, this is not guaranteed and does not serve as a punitive measure in our Terms and Conditions.
We remain committed to ensuring your service experience is consistent and reliable, and we thank you once again for your patience and cooperation throughout this process.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Aug 2025, 12:31
Official
Dear Tiyiselani,
Thank you for your patience as we worked to investigate your credit request. We have reviewed your case in detail with our Finance Team, and we regret to inform you that no credit can be granted to reimburse the costs you incurred for purchasing data during the period of downtime.
As per the feedback provided by our Finance Team, it is important to note that the MetroFibre FTTH GPON network is designed to provide an average availability of 95% per year, and this commitment is delivered on a best-effort basis to GPON customers. In line with our FTTH Service Levels, MetroFibre will endeavour to repair faults impacting a customer’s service within 24 hours. However, this is not guaranteed and does not serve as a punitive measure in our Terms and Conditions.
We remain committed to ensuring your service experience is consistent and reliable, and we thank you once again for your patience and cooperation throughout this process.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your patience as we worked to investigate your credit request. We have reviewed your case in detail with our Finance Team, and we regret to inform you that no credit can be granted to reimburse the costs you incurred for purchasing data during the period of downtime.
As per the feedback provided by our Finance Team, it is important to note that the MetroFibre FTTH GPON network is designed to provide an average availability of 95% per year, and this commitment is delivered on a best-effort basis to GPON customers. In line with our FTTH Service Levels, MetroFibre will endeavour to repair faults impacting a customer’s service within 24 hours. However, this is not guaranteed and does not serve as a punitive measure in our Terms and Conditions.
We remain committed to ensuring your service experience is consistent and reliable, and we thank you once again for your patience and cooperation throughout this process.
Best regards,
Marilize
MetroFibre Complaints & Escalations