MP
Meegan P
1 reviews | Active since Feb 2015
02 Sept 2024, 14:15
Absolute ******* technical support
I have had an issue for the past 4 weeks now with zoom sessions and internet buffering on a 250meg line and have just been told that the issue is the devices connected via lan cable are causing the internet drops, not the fact that zoom is mostly upload of audio and video and my upload speeds are unstable mostly running under 10mbs, consistently up and down. Not only did you want to charge me to come out, you didn’t bother to resolve the issue, just blaming my network setup. Backhauling routers to extend my WiFi have nothing to do with the internet stability, especially when my laptop is 2 steps from your router.
This has always been my setup, with no issues previously - explain that one!
I have requested cancellation within your T’s and C’s 4 times now and still no confirmation. Please get your team to confirm my last month is September so I can move to a company who has already identified the issue without even coming on site - just by my description - Funny hey!
Note to all, don’t even bother, if there is no other fibre provider in your area, go with lte.
Helpful (0)
Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
02 Sept 2024, 15:43Dear Meegan
I sincerely apologize for the difficulties you’ve experienced with your fibre speeds and connectivity, and for the frustration and inconvenience this has caused. We understand how important reliable internet service is, especially for activities like Zoom sessions, and we deeply regret that your issue has persisted.
Your concern has been escalated to our Network Operations Center (NOC) Management team for urgent assistance and resolution. We have also arranged for an on-site technician to assist with troubleshooting your connection. Please note that we have waived the associated fees for this service.
We appreciate your patience, and we will be in contact via email on your fault ticket 387476 to provide further updates on the progress of the resolution and the on-site technician visit.
Thank you for giving us the opportunity to address this issue, and we hope to restore your service to your satisfaction.
Kind Regards
Marilize
MetroFibre Complaints and Escalations
I sincerely apologize for the difficulties you’ve experienced with your fibre speeds and connectivity, and for the frustration and inconvenience this has caused. We understand how important reliable internet service is, especially for activities like Zoom sessions, and we deeply regret that your issue has persisted.
Your concern has been escalated to our Network Operations Center (NOC) Management team for urgent assistance and resolution. We have also arranged for an on-site technician to assist with troubleshooting your connection. Please note that we have waived the associated fees for this service.
We appreciate your patience, and we will be in contact via email on your fault ticket 387476 to provide further updates on the progress of the resolution and the on-site technician visit.
Thank you for giving us the opportunity to address this issue, and we hope to restore your service to your satisfaction.
Kind Regards
Marilize
MetroFibre Complaints and Escalations
Best regards,
MetroFibre Networx's reply02 Sept 2024, 15:43
Official
Dear Meegan
I sincerely apologize for the difficulties you’ve experienced with your fibre speeds and connectivity, and for the frustration and inconvenience this has caused. We understand how important reliable internet service is, especially for activities like Zoom sessions, and we deeply regret that your issue has persisted.
Your concern has been escalated to our Network Operations Center (NOC) Management team for urgent assistance and resolution. We have also arranged for an on-site technician to assist with troubleshooting your connection. Please note that we have waived the associated fees for this service.
We appreciate your patience, and we will be in contact via email on your fault ticket 387476 to provide further updates on the progress of the resolution and the on-site technician visit.
Thank you for giving us the opportunity to address this issue, and we hope to restore your service to your satisfaction.
Kind Regards
Marilize
MetroFibre Complaints and Escalations
I sincerely apologize for the difficulties you’ve experienced with your fibre speeds and connectivity, and for the frustration and inconvenience this has caused. We understand how important reliable internet service is, especially for activities like Zoom sessions, and we deeply regret that your issue has persisted.
Your concern has been escalated to our Network Operations Center (NOC) Management team for urgent assistance and resolution. We have also arranged for an on-site technician to assist with troubleshooting your connection. Please note that we have waived the associated fees for this service.
We appreciate your patience, and we will be in contact via email on your fault ticket 387476 to provide further updates on the progress of the resolution and the on-site technician visit.
Thank you for giving us the opportunity to address this issue, and we hope to restore your service to your satisfaction.
Kind Regards
Marilize
MetroFibre Complaints and Escalations
Best regards,
MP
Meegan P's updateReviewer Update
04 Sept 2024, 10:43Thank you for finally hearing me and sending a technician out. I honestly don’t understand why it has to get to this level to have someone take what you are saying seriously.
The router was the issue, swooped out with a couple tweaks on Metrofibre’s side and bam it’s working.
One last thing I’ll say, your “first line support” that deals with the customer seriously needs some attention, they treat us like we are stupid. Unfortunately they would be wrong.
Again thank you Marilize, without your intervention, I’d still be yelling for assitance.
The router was the issue, swooped out with a couple tweaks on Metrofibre’s side and bam it’s working.
One last thing I’ll say, your “first line support” that deals with the customer seriously needs some attention, they treat us like we are stupid. Unfortunately they would be wrong.
Again thank you Marilize, without your intervention, I’d still be yelling for assitance.
MP
Meegan P's update04 Sept 2024, 10:43
Reviewer Update
Thank you for finally hearing me and sending a technician out. I honestly don’t understand why it has to get to this level to have someone take what you are saying seriously.
The router was the issue, swooped out with a couple tweaks on Metrofibre’s side and bam it’s working.
One last thing I’ll say, your “first line support” that deals with the customer seriously needs some attention, they treat us like we are stupid. Unfortunately they would be wrong.
Again thank you Marilize, without your intervention, I’d still be yelling for assitance.
The router was the issue, swooped out with a couple tweaks on Metrofibre’s side and bam it’s working.
One last thing I’ll say, your “first line support” that deals with the customer seriously needs some attention, they treat us like we are stupid. Unfortunately they would be wrong.
Again thank you Marilize, without your intervention, I’d still be yelling for assitance.