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Phuti M
1 reviews | Active since Dec 2024
10 Dec 2024, 08:25
Bad service
I have been battling to get help from Metro fibre for more than two weeks. Firstly I have reported to them that I’m changing address and they never send me forms to complete for change of address. I ended up moving to the new address within the same complex only to find that the fibre line is not working at the new address. They wanted me to be liable for the costs of repairing their line which I never used. I have been chasing them for this issue and every time I call I get a different story and that time I have paid my full subscription for December. It’s been three weeks now and I still didn’t get any help. I’m spending money on data which is very expensive. I’m really fed up with their service.
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Replies (3)
MetroFibre Networx's replyOfficial
10 Dec 2024, 08:53Dear Phuti Makgobjane,
I completely understand your frustration with the ongoing issues you’re experiencing with Metro Fibre. It’s incredibly frustrating when things aren’t handled as they should be, especially after you've been proactive in reporting your change of address and paying your subscription. The lack of support and clarity, along with being asked to cover costs for a service you haven’t used, is not fair at all.
Please be assured that we are actively looking into this matter and have escalated it to the relevant department for urgent attention. We are committed to resolving this issue for you and ensuring that you receive the service you are entitled to.
We understand the added pressure of having to rely on expensive data, and we will do everything we can to expedite a resolution. I will continue to follow up and keep you updated as we work to address the issue.
Thank you for your patience and understanding.
Kind regards
Sibonisile
MetroFibre Complaints and Escalations
I completely understand your frustration with the ongoing issues you’re experiencing with Metro Fibre. It’s incredibly frustrating when things aren’t handled as they should be, especially after you've been proactive in reporting your change of address and paying your subscription. The lack of support and clarity, along with being asked to cover costs for a service you haven’t used, is not fair at all.
Please be assured that we are actively looking into this matter and have escalated it to the relevant department for urgent attention. We are committed to resolving this issue for you and ensuring that you receive the service you are entitled to.
We understand the added pressure of having to rely on expensive data, and we will do everything we can to expedite a resolution. I will continue to follow up and keep you updated as we work to address the issue.
Thank you for your patience and understanding.
Kind regards
Sibonisile
MetroFibre Complaints and Escalations
MetroFibre Networx's reply10 Dec 2024, 08:53
Official
Dear Phuti Makgobjane,
I completely understand your frustration with the ongoing issues you’re experiencing with Metro Fibre. It’s incredibly frustrating when things aren’t handled as they should be, especially after you've been proactive in reporting your change of address and paying your subscription. The lack of support and clarity, along with being asked to cover costs for a service you haven’t used, is not fair at all.
Please be assured that we are actively looking into this matter and have escalated it to the relevant department for urgent attention. We are committed to resolving this issue for you and ensuring that you receive the service you are entitled to.
We understand the added pressure of having to rely on expensive data, and we will do everything we can to expedite a resolution. I will continue to follow up and keep you updated as we work to address the issue.
Thank you for your patience and understanding.
Kind regards
Sibonisile
MetroFibre Complaints and Escalations
I completely understand your frustration with the ongoing issues you’re experiencing with Metro Fibre. It’s incredibly frustrating when things aren’t handled as they should be, especially after you've been proactive in reporting your change of address and paying your subscription. The lack of support and clarity, along with being asked to cover costs for a service you haven’t used, is not fair at all.
Please be assured that we are actively looking into this matter and have escalated it to the relevant department for urgent attention. We are committed to resolving this issue for you and ensuring that you receive the service you are entitled to.
We understand the added pressure of having to rely on expensive data, and we will do everything we can to expedite a resolution. I will continue to follow up and keep you updated as we work to address the issue.
Thank you for your patience and understanding.
Kind regards
Sibonisile
MetroFibre Complaints and Escalations
PM
Phuti M's updateReviewer Update
12 Dec 2024, 07:28The contractor came to site at 18:45 last night. I expected them at 13:00 and I had to take half day at work so that they could find me at my house to do the repairs. Metro fibre didn't tell them that they need to do cable replacement, they thought they were there to do some repairs. They still expected me to cover the costs of cable replacement which I told metro fibre that I can't cover the cost of a cable that I didn't brake. As it stand they want assurance of who will cover the costs and as Iam the one who doesn't have the internet it looks like i have no choice but to cover the cost for your infrastructure. I have already paid a subscrition for this month and we almost halfway through the month and i haven't used the service. Your finance department is not responding to my emails regarding this mattter. this is rediculous
PM
Phuti M's update12 Dec 2024, 07:28
Reviewer Update
The contractor came to site at 18:45 last night. I expected them at 13:00 and I had to take half day at work so that they could find me at my house to do the repairs. Metro fibre didn't tell them that they need to do cable replacement, they thought they were there to do some repairs. They still expected me to cover the costs of cable replacement which I told metro fibre that I can't cover the cost of a cable that I didn't brake. As it stand they want assurance of who will cover the costs and as Iam the one who doesn't have the internet it looks like i have no choice but to cover the cost for your infrastructure. I have already paid a subscrition for this month and we almost halfway through the month and i haven't used the service. Your finance department is not responding to my emails regarding this mattter. this is rediculous
MetroFibre Networx's replyOfficial
12 Dec 2024, 09:10I sincerely apologize for the inconvenience you've experienced. We have escalated your case and requested urgent assistance from our technical team. We are also addressing the situation with them to clarify the issue regarding the cable replacement.I understand your frustration with the delay, the unexpected costs, and the lack of service. Rest assured, we are actively working to resolve this and ensure you're not unfairly burdened.Thank you for being so patient, and again, I apologize for the inconvenience caused.
MetroFibre Networx's reply12 Dec 2024, 09:10
Official
I sincerely apologize for the inconvenience you've experienced. We have escalated your case and requested urgent assistance from our technical team. We are also addressing the situation with them to clarify the issue regarding the cable replacement.I understand your frustration with the delay, the unexpected costs, and the lack of service. Rest assured, we are actively working to resolve this and ensure you're not unfairly burdened.Thank you for being so patient, and again, I apologize for the inconvenience caused.