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CG
Chantal G

1 reviews | Active since May 2015

18 Nov 2022, 07:45

Another Fault in 2nd Consecutive Month Metro Fibre - Totally Fed Up with you Service!

Dear Metro Fibre, It is just over 1 month (10th Oct) since we had a fault with our fibre line, which took over 5 days to resolve and now 18th Nov, another fault. I have just reported it just again to your service Centre where I am told verbatim -your SLA is of 3-5 working days! My kids are writing exams and we work from home, do you think life will be on hold for 3-5 working days? This is totally unacceptable since this is a fault in consecutive month. Please can you contact me to resolve this issue today.

0
Replies (15)
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 08:09
Official
 Good day Chantal

We sincerely apologise for the inconvenience caused  .

Kindly note that we are investigating the matter.

We will provide feedback as soon as we get an update.

Please expect a call from one of our agents.

Kind regards
MetroFibre 
CG
Chantal G's update18 Nov 2022, 09:21
Reviewer Update
Will the agents be calling today?
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 09:38
Official
Dear Chantal

An agent will contact you today.

Kind regards
MetroFibre 


CG
Chantal G's update18 Nov 2022, 09:42
Reviewer Update
Thank you, this is super urgent please.
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 09:46
Official
Dear Chantal

You are welcome, this has been prioritized.

Kind regards
MetroFibre 
CG
Chantal G's update18 Nov 2022, 10:43
Reviewer Update
Hi Metro Fibre,

We received a call to say an agent will be in contact with no estimation of when. Please can the agent be dispatched today?
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 11:16
Official
Dear Chantal

Your complaint has been escalated and we will provide feedback in due course.

Kind Regards
MetroFibre
CG
Chantal G's update18 Nov 2022, 14:37
Reviewer Update
Still no feedback or agent dispatched to site. Really not a good experience with Metro Fibre, I am most frustrated. Can we please have an agent dispatched to check on the fault today please!
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 15:08
Official
Dear Chantal

We do understand your frustration, you will be contacted by COB. 

Kind Regards
MetroFibre
CG
Chantal G's update18 Nov 2022, 15:12
Reviewer Update
Not acceptable Metro Fibre, if I am "contacted" today when will someone be dispatched? Tomorrow is a Saturday; your lack of responsibility leaves me quite baffled actually.
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2022, 17:03
Official
Dear Chantal

We do understand your frustration, you will be contacted shortly. 

Kind Regards
MetroFibre
CG
Chantal G's update19 Nov 2022, 07:42
Reviewer Update
Dear Metro Fibre,
In spite of you saying an agent will call us yesterday by COB, no one did. We did receive a first line ticket number. We need someone on site today please.
CG
Chantal G's update20 Nov 2022, 17:35
Reviewer Update
Day 4 with no fibre Metro Fibre and no sight of your company trying to solve this problem. After waiting 2 days, a technician comes out, spends 5 minutes and leaves to get another technician. Today I called twice to be told someone will be dispatched. I made a 3rd follow up call to be told that a ticket will be escalated for an engineer to contact us as no one works on a Sunday??? Your lack of customer service is mind boggling to say the least. I just need someone who knows what they are doing to be dispatched to my home to fix the fibre! Is that so difficult of a request for you to carry out?
MetroFibre Networx
MetroFibre Networx's reply21 Nov 2022, 21:12
Official
Good evening Chantal, 

Your frustration is completely understandable and we have followed up regarding your ticket logged. 

Please note that we will give you a call once we have an update for you. 

Kind Regards
MetroFibre
MetroFibre Networx
MetroFibre Networx's reply29 Nov 2022, 08:34
Official
 
Dear Chantal

Thank you for taking the time to answer my call.

I send my sincere apology for the service you received.

Thank you confirming that your issue was resolved and that the team of technicians attended efficiently and promptly.

Thank you.

Kind Regards

MetroFibre
Shannen