Appalling Service and Zero Feedback

I was contacted on November 25 to confirm my installation date, Wednesday, December 4 at 2PM. This was following my original booking of the package November 22.

The subcontractor arrived on time but did not have enough cabling and a tool missing to complete the installation and was told they would return over the weekend as the job would need a lot of time because of the distance from the main point to my workspace(only 15-18 meters). I work remotely for a very large company based in the United Kingdom and the line activation is essential for me to complete my work.

The weekend came and past with no update. They then showed up the following Tuesday and within 2 hours the installation was complete. Begs the question as to why they could not complete this the Wednesday prior. Regardless, I did not complain as the installation was still within the turnaround period initially provided by MetroFibre and WebAfrica.

Once the installation was complete , December 9, I was told that the line could not be activated by the subcontractor because of the main point outside my residence missing a connection point. The subcontractor said they would escalate it to MetroFibre for a Repair Team to be sent out within 2-3 business days.

I followed up on Friday the same week and was told it would be sent to Activations. 48 hours later I had to contact them myself to ask for an update and was told that the the Activation could not be completed due to an outstanding repair which I was already told was completed!

It is important to note that I was told by 3 different agents that this would take 24 hours, 10 business days or up to a month for this to be rectified. At this point we have exceeded the original time frame of a maximum of 10 business days the installation can take to be complete and line activated.

I confirmed that the time frames communicated are not acceptable because my earnings are being impacted by my inability to work and I have taken leave for a week originally to accommodate for any delays which has been exhausted.

I have contacted on email, via phone and also on the WhatsApp line and on numerous occasions requested manager contact and my request was denied and the line was dropped after for holding between 10-20 minutes on various occasions.

I am yet to receive a call or email outlining the details of the issue with my line to provide to my Employer and for my own record. Although this was promised to me, even needing to wait on the line for up to an hour for this to be drafted.

It is December 17, and I am being told “it will be done soon”, “it should not be much longer”, when being asked for a turnaround time on my query that has been escalated almost 7 times now.

The service is extremely disappointing and I would rate a zero if this was an option.