Bad service and network

I am only going to write a last complaint before stopping payment, untill this matter is resolved.

The service and network is appalling. We are paying nearly R900 for 250/250mbps and the last (of many) screenshot I sent via WhatsApp my new laptop shows bandwidth speed of 7200kbps????????

We have been unable to connect more than one device and the network disconnects and reconnects continuously throughout the day. I have been sent service ticket after ticket and all have been closed as resolved??????????? No one seems to know what they are doing??

Jana had phoned me and was kind enough to send through a technician to come and have a look. He asked me what the issues was and while trying to explain the initial problem he flatly ignored me, rebooted the router, told me to switch off my repeater and the issue will be solved??????? Is this how you treat your clients????

I will explain the what the actual problem is only once and want someone to come and check the line that they installed when we initially joined Vodacom February 2023.

We live on a plot with 3 other properties and when we joined Vodacom in 2023, there were 2 existing lines already operating through MetroFiber. The technician that came to connect our line complained as this was supposed to be a 5 minute job and took him 3 hours???? He said that there was hardly a line to connect to???? THIS IS THE ISSUE!!! This line had never been checked!

All the issues we uad with Vodacom were exaythe same issues we are having with MetroFiber. This means that they were never the problem!!!!

Please send someone who will actually listen to what we have to say and someone that knows what they are doing! We work from home and this is a major issue when having online meetings!!!!!

Streaming is also a horrible experience as it keeps buffering. At 250mbps this is not supposed to happen even with multiple devices connected.

Come and sort out your mess!!!

I refer to my previous message and the email sent by your support below......we will not pay any technical charges, as this issue had been there from the day of installation when a 5min connection took your technician 3 hours stating that "there was barely a line to connect to????????"

We had cancelled our Vodacom contract due to the continuous problems with the fiber line when it has now become clear that they were never to blame????

I keep sending the same message and complaint of the continuous disconnecting and reconnecting of the fiber line and the inablity to stream or connect more than one device. You keep sending me emails to state that we have to reset and then all is sorted out. Showing me screenshots on your side, but on our end it is still continuing???? The same issue day in and day out. If this is not sorted out I will be taking this mattter further....

Good day,

I hope this email finds you well.

We have troubleshooted your issue on our side and can confirm that we cannot find any issues on the logical framework that would influence your service.

The next step is for a technician to be dispatched for your query and perform speed tests and troubleshooting on-site.
We wanted to inform you of our onsite technician charges.

Please read the following information carefully as it outlines the procedure.

You will be charged for these requests in cases where the issue is not related to our network but rather to your home network.

Charges for such requests may vary but typically start at R650.00 and may increase based on the complexity of the issue and the technician's time spent troubleshooting.

In order to proceed with an on-site technician request and any associated charges, we kindly request your acknowledgement of the potential funds that will be allocated to your account.

This acknowledgement is essential to ensure a smooth process and timely resolution of your request.

To acknowledge these charges, please follow these steps:1. Reply to this email, confirming your understanding of the charges associated with such requests on your home network.2. If you have any time limitations for the technician to visit your premises, please indicate them accordingly. Once we receive your acknowledgement, our team will assess your request and proceed accordingly to address your network issue.

If you have any questions or require clarification about this change, please do not hesitate to contact our support team, and we will be happy to assist you.

Kind Regards
MetroFibre Team

Yet another email to ICASA to try and resolve our issue...

Good morning,

I refer to the above enquiry and I am not happy that nothing has been done to resolve our fiber issues.

Last week was a bitter battle having online meetings with executives cancelled/postponed due to the internet disconnecting and reconnecting every so often. It is now forcing some of my family members to travel to the another locations as this is impacting business, instead of working from home costing them fuel. It also forces us to buy extra data to stream and for our phones to work. Why are we paying MetroFiber R850 a month for 250/250mbps for a fiber line that is hardly up and running?

I have tried tirelessly for one of their technicians to come and check the initial cable that they "probably incorrectly" installed in 2023, but they want to charge me R650 upwards. Why did it take the initial thecnician 3 hours to install for a 5 minute job???????

We know that this is a cable fault as we initially had a contract with Vodacom in 2023 and had to cancel due to the exact same issues forcing us to move to an even worse MetroFiber.

Even the Facebook group "Unhappy MetroFiber Clients" were inundated last week, with enquiries as to why their fiber network is not working and that in many provinces?????

Something is seriously wrong with this company and their service and lack thereof is appalling. Many clients cannot seem to even get hold of them via whatsapp number or phone numbers?

The same lame excuse is given to you every time and service ticket after service ticket is open and then closed with them stating that all is resolved on their side.

I have complained so much that they don't even bother to assist me any further???

Can we please have some sort of resolvement of the above??

Regards,

Wayne Coetzee

Finally our internet issues have been resolved. Thanks to Renier and his team our internet is now what it should have been in the first place. Thanks for your assistance. It is greatly appreciated.

Your issues are starting again with streaming issues at night???? So much for thanking you guys for resolving the problems!

Your issues are starting again with streaming issues at night???? So much for thanking you guys for resolving the problems!

You have now received your payment and the issue is worsening! When will you fix the problem???? I will be contacting ICASSA again regarding this matter

I cannot understand why my last ticket was closed without any resolution. Since last night we again cannot stream without endless buffering and again cannot connect to more than one device. This after you came to install a load of **** in our house which worked for a month. After asking me to thank you on the "Unhappy MetroFiber Clients" all the **** is back. Now I cannot even get hold of Renier (who sent me an email stating that if I have any issues, I should contact him directly and at any time) he does not even answer his emails. i will be forwarding all correspondence email, facebook and WhatsApp to ICASSA!

The following email clearly shows your incompetence and lack of knowledge....

Hi Wayne Coetzee,

We'd love to hear how we did on your recent interaction with our service representative Buhle Njoli for ticket No internet.

If you're up for it, take a moment to answer a few questions. We really value your input and appreciate your feedback

My email back to you...

You have now sent out Corrie NOT Buhle to come and change the ONT that had already been changed and extension routers added the last time Rienier was here???? He himself was surprised to see all that had been done and that we are still having the same problem.

He advised that changing the ONT will not make a difference and agreed that the problem MUST be with the original line connected from the fiber outside the property to the house! This was also confirmed and escalated by one of your other technicians, prior to the installation of the extra extensions, but plainly ignored and queries closed.

Before he left I had also told him about the last time Renier had come to check the internet. I had done a speed test earlier that morning, but by the time he came it had been corrected, however they had picked up an unonown line that was connected to our fiber line and tried to block it from here, but was unsuccessful????? Renier told me that when he gets back to the office, he will see how he can delete it from our line. He later phoned me and told me that he had managed to block the line that was feeding from our fiber line, but after all this, how do I know that this was actually done???????

He advised that he will speak to his manager and will escalate again to have line checked!I told him that I am in process of gathering all info and will be emailing ICASSA and will cc your department once done.

This query had now taken a complete 180° bqck to what my original query was.....to come and check the fiber line!!!!

I had been contacted by Deon uesterday late afternoon who advised that he will send a technician to come and check where exactly the fault lies. Once again I had to explain everything so it does not seem that MetroFiber has any communication between them?????? jabulani had phoned me last night and said that he will come through this afternoon as I am not home in the morning. Lets see if you can finally resolve your mistakes.

Wow you people can lie. You sent an email to state that a contractor had been assigned and updates will follow.

I now get an email that the contractor had been trying to call me but was unsuccessful????? How is it that there is nothing in my call log????? I had my phone with me the whole day. It has now been 3 days with absolutely no internet, yet your side shows that all is up running. MetroFiber is the biggest **** in SA and staff are utterly ***********. Your R149 credit note is actually laughable as you laugh all the way to the bank with the rest of your clients money. Disgusting

We have had major power outages in our area since the last post. i had been in contact with Jabulani and William the contractor sent to check the line. The last email I message I received from William via WhatsApp is...Bin tlkng to thm for 8mints to fine out the problem they say the nock will gve u a call. To date nobody has called me. I tyen Spoke to Jabulani who forwarded the message to Leon and the matter was escalated.

I cannot tell you whether all has been sorted out as no one is working at the moment, even though the line still seems to be dropping now and then. I advised Jabulani that 2 of your router beacons that Renier had installed have been red since before 18 December, after lightning struck one of our area transformer and he advised that they need to be reconfigured. Can this be corrected asap as we have to start working soon.

Once AGAIN we are having issues with slow internet for a package of 250mb per second???????????? Because we live on a plot with four houses, there seems to be a issue every time someone new connects to the lines and now you want to increase my payment to R999 from June and that for a bad connection?????? I think it is time for a downgrade to see if that does not help. If not I will cancel MetroFiber altogether. This battling every 3 months is not a joke anymore. Not once have I defaulted on my payment and this is the service you get????