Bad Customer Service Unorganized

I moved over to Metro Fibre in February as I work from home, and I thought it would be a good idea to become a direct customer as they provide the fibre infrastructure in our area. My line was activated on 2 February. The technician did a speed test and showed me the speed. (500meg) When I started using the apps I could see the difference and showed my wife the difference and how it should be working. My wife told me just watch, it will only work for a couple of days and the speed will drop and true to her words the apps started buffering. The next day when I was alone at home and had all the devices disconnected from the internet and only one device running to do a speed test, I only get 50meg, when I signed up for a 500meg line. I had to call in every day for 2 weeks to have the problem sorted. Now when I do the speed test, I get 280meg and was advised I need to do a speed test with a Lan cable but when I do that I only get a 100meg. Metro fibre asked if I am using the correct cable and I sent them a picture of the cable to confirm that I am. They said the cable can only put out a max of 100meg that I should used another CAT5E cable which I did and still get 100meg. The reason we were doing these speed tests is because my IPTV was freezing but when I took the tv box to friend down the road who has a 30meg line it works fine. Metro fibre has not been able to sort this problem out and can’t tell me why my IPTV won’t play even after completing all the trouble shooting steps. When I ask to speak to a manager or supervisor, they put me on hold and the call drops and when I ask for a supervisor to call me back nobody calls. That’s not my only problem as I said my line was activated the 2nd of February and the debit was supposed to go off the 1st March. I was told the activation fee will be debited before the 1st, but nothing went off. I called in and was advised that it will go off with the March debit. The debit never went off I called in and was advised to wait until the 6th March, so I called in again and was advised to make a payment through the customer portal. I informed the agent to send me the invoice as I have not received an invoice or statement and to remove the debit order as I will be making manual payments in future. I tried making the payment through the portal but my reference was not accepted then realized that I need to use the reference on my customer portal that had 5 extra digits added to my reference. Made the payment sent the proof of payment as instructed phoned the following week to confirm if they received the payment. Was advised that the POP was not received, sent it again and was told that the payment would be allocated. Waited until the 1st April and I never received a statement so I called in and asked if they received the payment for March.

They have not received the payment for March so I had to send it again they said the money will be allocated to my account. Waited until the 1st May to receive the invoice asked if my account is up to date told the same thing no payment for March I had to send the POP again. The agent told me that the reason the money was not allocated was because of the reference number used. I informed the agent that I was instructed to make the 1st payment through my customer portal which has my own personal reference number which they only accept. The agent informed me that the money will be allocated I asked to speak to a supervisor they put me on hold and the line dropped. I called in yesterday just to check if my account is updated and I was told that because I made the payment on my customer portal it went to another account and that she must get a supervisor to allocate the payment I asked to speak to a supervisor and guess what I am still waiting.