8 Days Without Fibre! MetroFibre Still Not Sending a Technician – Shocking Service (Fault #***)

I am lodging a formal public complaint against MetroFibre for an unacceptable 8-day delay in repairing my fibre line, despite multiple escalations and repeated submissions of information.

Client: John Criticos Fault Reference: #*** Service Provider: MetroFibre via Afrihost Duration Without Service: 8 days

What Has Happened So Far

Afrihost escalated this issue to MetroFibre every single day, yet no technician has been dispatched.

MetroFibre repeatedly requested the same photos of my ONT and router — photos which have already been sent numerous times.

Even today, after sending new photos again, MetroFibre still refuses to send a technician.

I phoned MetroFibre directly four or five times because nothing was happening.

On one call, I waited 45 minutes in their queue, only for the call to be dropped.

Despite all this effort, MetroFibre has still not taken any meaningful action.

The Problem

The fault is clearly not inside the house — it is an external line issue that requires a technician on-site. Yet for 8 days, MetroFibre has simply:

repeated the same generic troubleshooting,

asked for the same photos again and again,

and failed to take responsibility or dispatch anyone.

Impact

I have been without fibre for over a week, severely impacting work and communication. Neither Afrihost nor MetroFibre has provided a proper timeline, and MetroFibre seems unwilling to act.

What I Expect

MetroFibre must:

Send a technician immediately to repair the line.

Provide a clear explanation for the repeated delays and photo requests.

Commit to proper service levels going forward.

This level of service is simply unacceptable. Customers cannot be expected to wait more than a week for something that should be a straightforward fibre line repair.

John Criticos Fault #***