1 reviews | Active since Jul 2022
Absolutely shocking service from MetroFibre / MetroGo
I requested an installation and activation weeks ago. As of today — nothing has been activated, and there has been zero meaningful communication.
I have sent multiple emails and received no response whatsoever.
When I call the MetroGo number provided, the phone just rings endlessly. When calling the main MetroFibre line, they simply transfer me back to the same number that rings without answer.
Here is the worst part: I cannot even move to a different ISP because someone at MetroFibre marked this account as “active” in the system — despite there being no installation and no service. Other providers cannot take me online until this account is cancelled.
How am I supposed to cancel when no one responds to emails, portal messages, or phone calls?
I am effectively being held hostage.
This is my first time ever revieiwing on HelloPeter, but I felt compelled to warn others considering this network: do not be fooled by the glossy marketing and billboards. The reality of customer support is the complete opposite.
Perhaps some of that marketing budget should be redirected toward building a competent support team.
Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience you have experienced.
We understand your concerns regarding the delayed installation and activation, the lack of communication, and the difficulty you have encountered when attempting to obtain assistance.
Please note that we have escalated your query to the relevant department for urgent investigation and resolution. They have been requested to prioritise this matter and provide feedback as soon as possible.
With regard to the account status reflecting as “active,” this will also be reviewed as part of the escalation to ensure the system status correctly reflects the actual service state and does not prevent you from proceeding as you wish.
We acknowledge your experience has not met the expected standard of service, and we appreciate you taking the time to raise your concerns. The relevant team will revert with feedback once the matter has been fully assessed.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention. We sincerely apologise for the frustration and inconvenience you have experienced.
We understand your concerns regarding the delayed installation and activation, the lack of communication, and the difficulty you have encountered when attempting to obtain assistance.
Please note that we have escalated your query to the relevant department for urgent investigation and resolution. They have been requested to prioritise this matter and provide feedback as soon as possible.
With regard to the account status reflecting as “active,” this will also be reviewed as part of the escalation to ensure the system status correctly reflects the actual service state and does not prevent you from proceeding as you wish.
We acknowledge your experience has not met the expected standard of service, and we appreciate you taking the time to raise your concerns. The relevant team will revert with feedback once the matter has been fully assessed.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations