Avoid if you have the option.

My connection went down on Friday, 10 March. I logged a ticket with my ISP, Webafrica, and was given a reference. I then, when following up directly with Metrofibre on Sunday was informed there was no ticket, so I logged one directly with them.

On Monday a contractor technician was sent to my home where he tested the fibre from the ONT and found it to be dead. He then tested from the Wallbox which was also dead. The feed to the 4way splitter in the Access Box was also dead. He was not a Route Technician so he told me he was not allowed to work any further up in the network. And that Metrofibre would need to send one of their own technicians.

I was then phoned on Tuesday morning and informed a technician would be attending to my ticket during the day. I cancelled meetings and worked from home to be available should the technician require my access to my residence, as my wife had surgery on Thursday and is desperate to stream something to watch as she is confined to the bed. I contacted their support twice and both times I was informed that there is someone assigned and the assigned contractor would contact me. I was not contacted.

On Wednesday I asked a friend who works for Metrofibre in another region to to assist and he CCed me on an email to their maintenance, who once again confirmed I would be phoned by the technician. It is now 20h50 and I have not been contacted.

This is disgraceful customer service. I have been blatantly **** to multiple times by Metrofibre.

I work for a company who does the maintenance for a rival company and our average time to repair a ticket is 3hours(8hours max) upon receiving it. With the admin period taken into account that equates to 10 business hours. I am sitting at >24 business hours

My only thought now is that there are not enough technicians to get to all of the work in a timely manner are are willing to take the flack from the few complaints they get and disregard client satisfaction for the 1% who have issues as they have the monopoly in most of their areas.