MS
Meshack S
1 reviews | Active since Aug 2025
09 Dec 2025, 10:23
!!!Absolutely Horrible Customer Service and ********* agents!!!!
Metrofibre you guys are now causing a major inconvenience. For over 3 weeks now we have been trying to get assistance with setting up our line at our new place. After having to write a review here on hello peter and blasting your socials, you only then decided to action on the request. we were promised updates and constant communication and we have been the ones constantly following up. yesterday one of your agents told us that a manger would call us back and that never happened. Your service is poor and your agents are *********. Today i trying to ghet through to support and i placed on hold for over 30 minutes, from position 66 i have been on hold and when it is finally my turn, the bot tellsz me you guys can not take my call. if you couldnt take the call, why keep me waiting for so long?
i called again but this time i called the sales side of things and most immediately the phone was answered by an agent. It truly shows where your priorites as a company are. you care more about onboarding more customrs than servicing your already long time loyal customers.
I Explained my issue to your agent and asked him NOT to put me in the queue again because it would be unfair, he lies and says he will see what he can do and without warning or communication he transfers me.
You guys don't take people seriously, if our issue is not urgently delt with in the manner that was promised to us, We will have no choice but to escalate this matter to ICASA and ISPA.
Helpful (0)
Replies (9)0
Replies (9)MS
Meshack S's updateReviewer Update
09 Dec 2025, 10:27can you guys please just get some one to our place to sort this long overdue issue out......
MS
Meshack S's update09 Dec 2025, 10:27
Reviewer Update
can you guys please just get some one to our place to sort this long overdue issue out......
MetroFibre Networx's replyOfficial
09 Dec 2025, 10:29Dear Meshack,
Thank you for taking the time to share such detailed feedback. Your effort to outline what you’ve experienced helps us understand exactly where our processes and communication need to improve, and we value you bringing this to our attention.
We’re currently reviewing the full history of your relocation request, including the delays, communication gaps, and the challenges you faced when trying to reach our support team. Your experience is not the level of service we aim to deliver, and we’re ensuring the right teams have visibility so this can be addressed with urgency.
Our team will be in contact with you directly to provide a clear update, confirm next steps, and make sure the setup at your new address is finalised without further delays. Ensuring that long-standing customers like yourself feel supported is a priority, and we’re committed to resolving this matter swiftly and transparently.
Thank you again for raising this with us — your feedback is driving immediate action on our side.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for taking the time to share such detailed feedback. Your effort to outline what you’ve experienced helps us understand exactly where our processes and communication need to improve, and we value you bringing this to our attention.
We’re currently reviewing the full history of your relocation request, including the delays, communication gaps, and the challenges you faced when trying to reach our support team. Your experience is not the level of service we aim to deliver, and we’re ensuring the right teams have visibility so this can be addressed with urgency.
Our team will be in contact with you directly to provide a clear update, confirm next steps, and make sure the setup at your new address is finalised without further delays. Ensuring that long-standing customers like yourself feel supported is a priority, and we’re committed to resolving this matter swiftly and transparently.
Thank you again for raising this with us — your feedback is driving immediate action on our side.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply09 Dec 2025, 10:29
Official
Dear Meshack,
Thank you for taking the time to share such detailed feedback. Your effort to outline what you’ve experienced helps us understand exactly where our processes and communication need to improve, and we value you bringing this to our attention.
We’re currently reviewing the full history of your relocation request, including the delays, communication gaps, and the challenges you faced when trying to reach our support team. Your experience is not the level of service we aim to deliver, and we’re ensuring the right teams have visibility so this can be addressed with urgency.
Our team will be in contact with you directly to provide a clear update, confirm next steps, and make sure the setup at your new address is finalised without further delays. Ensuring that long-standing customers like yourself feel supported is a priority, and we’re committed to resolving this matter swiftly and transparently.
Thank you again for raising this with us — your feedback is driving immediate action on our side.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for taking the time to share such detailed feedback. Your effort to outline what you’ve experienced helps us understand exactly where our processes and communication need to improve, and we value you bringing this to our attention.
We’re currently reviewing the full history of your relocation request, including the delays, communication gaps, and the challenges you faced when trying to reach our support team. Your experience is not the level of service we aim to deliver, and we’re ensuring the right teams have visibility so this can be addressed with urgency.
Our team will be in contact with you directly to provide a clear update, confirm next steps, and make sure the setup at your new address is finalised without further delays. Ensuring that long-standing customers like yourself feel supported is a priority, and we’re committed to resolving this matter swiftly and transparently.
Thank you again for raising this with us — your feedback is driving immediate action on our side.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MS
Meshack S's updateReviewer Update
09 Dec 2025, 10:59hi Marilize,
I would appreciate a call from your orders department management team or the relevant teams manager with an update and time frame for this situation ASAP
Thank you
I would appreciate a call from your orders department management team or the relevant teams manager with an update and time frame for this situation ASAP
Thank you
MS
Meshack S's update09 Dec 2025, 10:59
Reviewer Update
hi Marilize,
I would appreciate a call from your orders department management team or the relevant teams manager with an update and time frame for this situation ASAP
Thank you
I would appreciate a call from your orders department management team or the relevant teams manager with an update and time frame for this situation ASAP
Thank you
MetroFibre Networx's replyOfficial
09 Dec 2025, 14:30Dear Meshack
Vumatel has confirmed that they have dispatched technicians to do the installation. Kindly let us know should they not arrive.
Vumatel has confirmed that they have dispatched technicians to do the installation. Kindly let us know should they not arrive.
MetroFibre Networx's reply09 Dec 2025, 14:30
Official
Dear Meshack
Vumatel has confirmed that they have dispatched technicians to do the installation. Kindly let us know should they not arrive.
Vumatel has confirmed that they have dispatched technicians to do the installation. Kindly let us know should they not arrive.
MS
Meshack S's updateReviewer Update
09 Dec 2025, 15:11I have called vumatel and they are saying that the refrence number - ***4, i was given by Bongiwe in your orders department is under a Mo****di Mabote and not Kabelo Nathacia Mokoena, they also say that Mo****di is not a metrofibre customer but is a webAfrica customer with the same address.
please kindly clarify what is happening because they are saying they can not assist me or send anyone to my place
please kindly clarify what is happening because they are saying they can not assist me or send anyone to my place
MS
Meshack S's update09 Dec 2025, 15:11
Reviewer Update
I have called vumatel and they are saying that the refrence number - ***4, i was given by Bongiwe in your orders department is under a Mo****di Mabote and not Kabelo Nathacia Mokoena, they also say that Mo****di is not a metrofibre customer but is a webAfrica customer with the same address.
please kindly clarify what is happening because they are saying they can not assist me or send anyone to my place
please kindly clarify what is happening because they are saying they can not assist me or send anyone to my place
MS
Meshack S's updateReviewer Update
10 Dec 2025, 10:53Hi Marilize and Metrofibre team,
We are still sitting with an inactive line, yesterday we finally got the Vumatel guys in to fix the torn out cables. They advised that we will receive a notification within an hour after they were done. that did not happen. i let Bongiwe from the orders department know and she said that we should be sorted. That was not the case. this morning i followed up with Vumatel only to be told that the case number i gave them was not under our name but under the previous tenant who stayed at our place, who also happens to be a web Africa customer not metrofibre, FYI, Bongiwe from your orders department gave me that refrence number.
Vumatel says that they cannot activate the line until Metrofibre corrects this error and escalates it to them with the correct account details. to make matters worse, they do see another ticket under the same address with the correct details, our details, but they cannot action it because the incorrect ticket is the on e with the line activation request
Please, please, please kindly assign someone who will tend to this and see it through to the end. It has been 3 and a half weeks now that i have been calling you guys, Vumatel and web Africa back and forth. i am honewstly tired, i find myself doing things that your staff should be doing, which is following up with Vumatel, calling web africa to release a lines, ordering maintenance and following up on that maintanance, asking for activation and following up on the activation which is where i am stuck now.
and the fact that theres is no direct line to orders is frustrating, i have to endure hours of being on hold. To this date i have spent over 500 minutes calling you guys, that's over 8hrs on hold. another very irritating and fustrating flaw with your sysytems is that i would be on a call placed on hold at position 66 and when it gets to my turn, i am told by a BOT that my call cannot be taken at this point i must leave a message. i have left messages and no one ever calls back. Either you agents are deliberately dropping my calls now, and to be honest i don't blame them everyday i am fighting with them because someone in your organization is not doing their job with due diligence. one person is all it takes, some one who will want to do the job they are hired for, all they need to do is follow up, and update me as a paying customer. i understand that there are alot of customers, however if you have a diary and plan or schedule your day properly, this wouldn't be happening.
i am honestly considering another ISP provider but before i do that i will definitely be in touch with the ICASA and NCC. you cannot treat a paying customer like this. i have all the reciepts. From call logs with duratioins. i have recorded conversations on my side as well. i have names of your agents, somebody must be accountable.
how can we tell you guys in advance that we are moving to a new place and it still takes you guys 3 and a half weeks to assist with setting up at the new place. imagine if i wasnt following up constantly. it would never be done. This is my last attempt at trying to beg you guys for assistance.
It is the holidays season and we are sat with no connection.
IS THIS HOW METROFIBRE SHOWS APPRECIATION TO LOYAL CUSTOMERS?
We are still sitting with an inactive line, yesterday we finally got the Vumatel guys in to fix the torn out cables. They advised that we will receive a notification within an hour after they were done. that did not happen. i let Bongiwe from the orders department know and she said that we should be sorted. That was not the case. this morning i followed up with Vumatel only to be told that the case number i gave them was not under our name but under the previous tenant who stayed at our place, who also happens to be a web Africa customer not metrofibre, FYI, Bongiwe from your orders department gave me that refrence number.
Vumatel says that they cannot activate the line until Metrofibre corrects this error and escalates it to them with the correct account details. to make matters worse, they do see another ticket under the same address with the correct details, our details, but they cannot action it because the incorrect ticket is the on e with the line activation request
Please, please, please kindly assign someone who will tend to this and see it through to the end. It has been 3 and a half weeks now that i have been calling you guys, Vumatel and web Africa back and forth. i am honewstly tired, i find myself doing things that your staff should be doing, which is following up with Vumatel, calling web africa to release a lines, ordering maintenance and following up on that maintanance, asking for activation and following up on the activation which is where i am stuck now.
and the fact that theres is no direct line to orders is frustrating, i have to endure hours of being on hold. To this date i have spent over 500 minutes calling you guys, that's over 8hrs on hold. another very irritating and fustrating flaw with your sysytems is that i would be on a call placed on hold at position 66 and when it gets to my turn, i am told by a BOT that my call cannot be taken at this point i must leave a message. i have left messages and no one ever calls back. Either you agents are deliberately dropping my calls now, and to be honest i don't blame them everyday i am fighting with them because someone in your organization is not doing their job with due diligence. one person is all it takes, some one who will want to do the job they are hired for, all they need to do is follow up, and update me as a paying customer. i understand that there are alot of customers, however if you have a diary and plan or schedule your day properly, this wouldn't be happening.
i am honestly considering another ISP provider but before i do that i will definitely be in touch with the ICASA and NCC. you cannot treat a paying customer like this. i have all the reciepts. From call logs with duratioins. i have recorded conversations on my side as well. i have names of your agents, somebody must be accountable.
how can we tell you guys in advance that we are moving to a new place and it still takes you guys 3 and a half weeks to assist with setting up at the new place. imagine if i wasnt following up constantly. it would never be done. This is my last attempt at trying to beg you guys for assistance.
It is the holidays season and we are sat with no connection.
IS THIS HOW METROFIBRE SHOWS APPRECIATION TO LOYAL CUSTOMERS?
MS
Meshack S's update10 Dec 2025, 10:53
Reviewer Update
Hi Marilize and Metrofibre team,
We are still sitting with an inactive line, yesterday we finally got the Vumatel guys in to fix the torn out cables. They advised that we will receive a notification within an hour after they were done. that did not happen. i let Bongiwe from the orders department know and she said that we should be sorted. That was not the case. this morning i followed up with Vumatel only to be told that the case number i gave them was not under our name but under the previous tenant who stayed at our place, who also happens to be a web Africa customer not metrofibre, FYI, Bongiwe from your orders department gave me that refrence number.
Vumatel says that they cannot activate the line until Metrofibre corrects this error and escalates it to them with the correct account details. to make matters worse, they do see another ticket under the same address with the correct details, our details, but they cannot action it because the incorrect ticket is the on e with the line activation request
Please, please, please kindly assign someone who will tend to this and see it through to the end. It has been 3 and a half weeks now that i have been calling you guys, Vumatel and web Africa back and forth. i am honewstly tired, i find myself doing things that your staff should be doing, which is following up with Vumatel, calling web africa to release a lines, ordering maintenance and following up on that maintanance, asking for activation and following up on the activation which is where i am stuck now.
and the fact that theres is no direct line to orders is frustrating, i have to endure hours of being on hold. To this date i have spent over 500 minutes calling you guys, that's over 8hrs on hold. another very irritating and fustrating flaw with your sysytems is that i would be on a call placed on hold at position 66 and when it gets to my turn, i am told by a BOT that my call cannot be taken at this point i must leave a message. i have left messages and no one ever calls back. Either you agents are deliberately dropping my calls now, and to be honest i don't blame them everyday i am fighting with them because someone in your organization is not doing their job with due diligence. one person is all it takes, some one who will want to do the job they are hired for, all they need to do is follow up, and update me as a paying customer. i understand that there are alot of customers, however if you have a diary and plan or schedule your day properly, this wouldn't be happening.
i am honestly considering another ISP provider but before i do that i will definitely be in touch with the ICASA and NCC. you cannot treat a paying customer like this. i have all the reciepts. From call logs with duratioins. i have recorded conversations on my side as well. i have names of your agents, somebody must be accountable.
how can we tell you guys in advance that we are moving to a new place and it still takes you guys 3 and a half weeks to assist with setting up at the new place. imagine if i wasnt following up constantly. it would never be done. This is my last attempt at trying to beg you guys for assistance.
It is the holidays season and we are sat with no connection.
IS THIS HOW METROFIBRE SHOWS APPRECIATION TO LOYAL CUSTOMERS?
We are still sitting with an inactive line, yesterday we finally got the Vumatel guys in to fix the torn out cables. They advised that we will receive a notification within an hour after they were done. that did not happen. i let Bongiwe from the orders department know and she said that we should be sorted. That was not the case. this morning i followed up with Vumatel only to be told that the case number i gave them was not under our name but under the previous tenant who stayed at our place, who also happens to be a web Africa customer not metrofibre, FYI, Bongiwe from your orders department gave me that refrence number.
Vumatel says that they cannot activate the line until Metrofibre corrects this error and escalates it to them with the correct account details. to make matters worse, they do see another ticket under the same address with the correct details, our details, but they cannot action it because the incorrect ticket is the on e with the line activation request
Please, please, please kindly assign someone who will tend to this and see it through to the end. It has been 3 and a half weeks now that i have been calling you guys, Vumatel and web Africa back and forth. i am honewstly tired, i find myself doing things that your staff should be doing, which is following up with Vumatel, calling web africa to release a lines, ordering maintenance and following up on that maintanance, asking for activation and following up on the activation which is where i am stuck now.
and the fact that theres is no direct line to orders is frustrating, i have to endure hours of being on hold. To this date i have spent over 500 minutes calling you guys, that's over 8hrs on hold. another very irritating and fustrating flaw with your sysytems is that i would be on a call placed on hold at position 66 and when it gets to my turn, i am told by a BOT that my call cannot be taken at this point i must leave a message. i have left messages and no one ever calls back. Either you agents are deliberately dropping my calls now, and to be honest i don't blame them everyday i am fighting with them because someone in your organization is not doing their job with due diligence. one person is all it takes, some one who will want to do the job they are hired for, all they need to do is follow up, and update me as a paying customer. i understand that there are alot of customers, however if you have a diary and plan or schedule your day properly, this wouldn't be happening.
i am honestly considering another ISP provider but before i do that i will definitely be in touch with the ICASA and NCC. you cannot treat a paying customer like this. i have all the reciepts. From call logs with duratioins. i have recorded conversations on my side as well. i have names of your agents, somebody must be accountable.
how can we tell you guys in advance that we are moving to a new place and it still takes you guys 3 and a half weeks to assist with setting up at the new place. imagine if i wasnt following up constantly. it would never be done. This is my last attempt at trying to beg you guys for assistance.
It is the holidays season and we are sat with no connection.
IS THIS HOW METROFIBRE SHOWS APPRECIATION TO LOYAL CUSTOMERS?
MetroFibre Networx's replyOfficial
10 Dec 2025, 11:00Dear Meshack,
Thank you for sharing the detailed account of your experience. We recognize the challenges you have faced, and the impact this has had on your ability to work and stay connected.
Your case has now been escalated to the relevant teams to ensure immediate attention and resolution. We are prioritizing this matter and will coordinate with all parties involved to get your line activated without further delays.
We appreciate your patience while we work to resolve this as a matter of urgency and will keep you updated on progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing the detailed account of your experience. We recognize the challenges you have faced, and the impact this has had on your ability to work and stay connected.
Your case has now been escalated to the relevant teams to ensure immediate attention and resolution. We are prioritizing this matter and will coordinate with all parties involved to get your line activated without further delays.
We appreciate your patience while we work to resolve this as a matter of urgency and will keep you updated on progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply10 Dec 2025, 11:00
Official
Dear Meshack,
Thank you for sharing the detailed account of your experience. We recognize the challenges you have faced, and the impact this has had on your ability to work and stay connected.
Your case has now been escalated to the relevant teams to ensure immediate attention and resolution. We are prioritizing this matter and will coordinate with all parties involved to get your line activated without further delays.
We appreciate your patience while we work to resolve this as a matter of urgency and will keep you updated on progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing the detailed account of your experience. We recognize the challenges you have faced, and the impact this has had on your ability to work and stay connected.
Your case has now been escalated to the relevant teams to ensure immediate attention and resolution. We are prioritizing this matter and will coordinate with all parties involved to get your line activated without further delays.
We appreciate your patience while we work to resolve this as a matter of urgency and will keep you updated on progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MS
Meshack S's updateReviewer Update
10 Dec 2025, 11:15Thank you Sibonisile for your prompt response. i will await an update from you guys
MS
Meshack S's update10 Dec 2025, 11:15
Reviewer Update
Thank you Sibonisile for your prompt response. i will await an update from you guys
MetroFibre Networx's replyOfficial
10 Dec 2025, 11:20Thank you.
MetroFibre Networx's reply10 Dec 2025, 11:20
Official
Thank you.