Hellopeter
Share Your Experience
M
Michelle

1 reviews | Active since Nov 2023

07 May 2025, 11:00

Absolutely Disgraceful Service and Ongoing Harassment

Metrofibre has been an utter nightmare from day one. The service was installed—but never worked. I had signal only if I stood within two meters of the router; beyond that, nothing. Despite countless calls and complaints, nothing was resolved. Eventually, after finally getting through to someone, I instructed them to collect the router and cancel the service—which they did within three days.

But it didn’t end there.

Since cancellation, I have continued to receive invoices for a service that was never functional, and now I’ve even been handed over to attorneys. I’ve sent so many emails I’ve lost count, and have yet to receive a single proper response or resolution.

This is unacceptable, *********, and bordering on harassment. Avoid Metrofibre at all costs!!!!

0
Replies (7)
MetroFibre Networx
MetroFibre Networx's reply07 May 2025, 11:57
Official
Dear Michelle,

Thank you for taking the time to share your experience.

We acknowledge the frustration and inconvenience you've described, and it’s clear that your expectations were not met—both in terms of service performance and the way your concerns have been handled. This is not the experience we aim to deliver.

Please be assured that this matter is now being escalated to the relevant department for urgent review and resolution. We are taking immediate steps to investigate the ongoing billing issue and the handover to attorneys, especially in light of the service cancellation and lack of functionality.

We appreciate your patience and the opportunity to make this right.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

M
Michelle's update19 May 2025, 13:11
Reviewer Update
The lack of further response from MetroFibre after their response on 7 May, proves my point of their shocking service. Even after being assured that this would be escalated, I have not heard a thing.

AVOID METROFIBRE AT ALL COSTS. READ SHOCKING REVIEWS FROM OTHER CUSTOMERS.
MetroFibre Networx
MetroFibre Networx's reply19 May 2025, 13:35
Official
Dear Michelle,

Thank you for sharing your concerns.

Please note that, as your account has been handed over, any disputes or queries relating to your account must be directed to Hahn Collections. They are the authorised party handling your matter at this stage and will be able to assist you further.

You can contact Hahn Collections directly using the details below:
Telephone: ***
Email: ***
WhatsApp: ***

Best regards,
Marilize
MetroFibre Complaints & Escalations
M
Michelle's update19 May 2025, 13:51
Reviewer Update
  1. This account should NEVER have been handed over. Why are you charging me for a service that NEVER WORKED???? You cannot even acknowledge this. The account owing should be zero and therefore never be in a state of having to hand over.

You are *******!!!!!!!!
MetroFibre Networx
MetroFibre Networx's reply20 May 2025, 09:53
Official
Dear Michelle,

Thank you for bringing your concerns to our attention.

Please note that your account has been handed over, and any disputes or queries related to it should now be directed to Hahn Collections. As the authorised party managing your account at this stage, they will be best positioned to assist you further.

You may contact Hahn Collections directly using the details below:
Telephone: ***
Email: ***
WhatsApp: ***

Kind regards,
Marilize
MetroFibre Complaints & Escalations
M
Michelle's update20 May 2025, 12:50
Reviewer Update
Absolutely Disgraceful Service and Ongoing Harassment

Metrofibre has been an absolute nightmare from day one. The service was installed—but it never worked. I had Wi-Fi only if I stood within two meters of the router. Beyond that? Nothing. Despite countless calls and complaints, nothing was ever resolved.

Eventually, I managed to get through to someone and instructed them to cancel the service and collect the router—which they did within three days. I thought that would be the end of it. I was wrong.

Since then, I’ve continued to receive invoices for a service that was never functional. Now, to make matters worse, I’ve even been handed over to attorneys. I’ve sent email after email, logged complaints, and followed up repeatedly—and still, no proper response, no resolution, and clearly, no accountability.

I wrote a review on hellopeter and only then did I receive a response. This too proved their inaction and failure to follow up.

Their HelloPeter response? “We’ll escalate it.” Ten days later, nothing. I follow up—and now they just tell me it’s in the hands of attorneys. No one has even bothered to look into the actual history of the account.

This is unacceptable, *********, and borders on harassment. How can a company charge for something they failed to deliver? Not only was I inconvenienced at the time, now I’m forced to waste even more time and energy dealing with attorneys over their failure.

Avoid Metrofibre at all costs. Easily the worst service—and follow-up—I’ve ever experienced.

APPALLING SERVICE!!!!!
MetroFibre Networx
MetroFibre Networx's reply20 May 2025, 15:33
Official
Dear Michelle

Thank you for your detailed feedback.

We fully acknowledge your concerns regarding the service experience, the cancellation process, and the subsequent billing and collections matter. This is certainly not the experience we aim to deliver, and we understand the frustration caused.

Please note that we are urgently escalating this matter to both our billing and legal departments for immediate review. A full investigation into the service history, cancellation request, and billing records will be conducted to determine the appropriate course of action.

We are committed to ensuring that this is addressed fairly and transparently. A dedicated team member will be assigned to provide you with direct feedback and next steps.Your patience while we work to resolve this is appreciated.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations