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Thetebudi L

1 reviews | Active since Dec 2022

30 Dec 2022, 16:38

Bad service from Metrofibre

Good day,

I moved in to a new property 27/12/2022 and emailed my change of address forms as advised by a contact person called Ayanda at Metrofibre. I was told the turnaround time to switch over is 48 hrs. After the 48 hours passed I have been calling for hours on end and shunted from pillar to post by the contact agents. The worst one is called Johannes who told me he would escalate my issue to their Orders department and call me back which he never did. I called several others including Khutso, same result. No activation of line no answers or call backs. Looks like there is no consequences at Metrofibre for bad customer services. I eventually got hold of Koketso a few minutes ago who told me there wa no notes left on my account by anyone. She did a quick check of my address and said the problem looks like they have not received a cancellation from RSA web for the previous tenant. I asked her what did Joannes and Khutso do and where are the notes, complaint and escalation he promised to do yesterday????? Management or supervision is non existant and this ISP. How they got an ISP license beats me. I might as well go to RSA web. I have never expereinced such tardy call center and management behaviour. This business is being run like a corner shop!!!!!! Koketso told me she is knocking off at 4:30 pm and will follow up tomorrow if her emails were actioned on. IS there no regulator for Metrofibre? I am paying R1650 for a supposedly 200 MG line which never reaches speeds of 80MG. What a reap off. I am cancelling my deal with Metrofibre. Just a change of address is like rocket science

0
Replies (11)
MetroFibre Networx
MetroFibre Networx's reply30 Dec 2022, 16:57
Official
Good day,

We trust you are well.

Thank you for bringing the matter to our attention.

Kindly note that one of our agents will be in contact with you to assist you.

Kind Regards 
MetroFibre
TL
Thetebudi L's update01 Jan 2023, 15:56
Reviewer Update
Good day,

What happened to will get one of our agents to contact you? I haven't received any phone calls from them. I had to call them on Saturday afternoon, they couldn't search with my ID number or account number. They don't have kyic. I will have to cancel my account with meteofibre.
MetroFibre Networx
MetroFibre Networx's reply01 Jan 2023, 16:07
Official
 Good day Thetebudi,

Thank you for getting in contact with Metrofibre.

Kindly be advised that i have tried getting in contact with you, however the phone rings to voicemail.

Kindly provide us with an alternative number to contact you on or provide us with a convenient time to contact you so that we can assist you accordingly.

Kind Regards
MetroFibre ^GP
TL
Thetebudi L's update03 Jan 2023, 09:35
Reviewer Update
What happened that they would contact me? I had to call them today to know the status of my query. I spoke to the lady by the name Louisa who put me on hold until another agent called Marline picked-up my call and still she couldn't find any communications for the past week, and she transferred me to technical for them to assist me and at technical spoke to the lady called Camilla who informed me that the Orders people just came back from Festive holiday today the 3rd of January. She still couldn't provide the turnaround time for the Orders people to load my application to change address and the technical people to activate my router.
MetroFibre Networx
MetroFibre Networx's reply03 Jan 2023, 10:30
Official
Dear Thetebudi

Please kindly be advised that I am doing a full investigation of the matter.

I will revert back to you soonest.

Kind Regards

MetroFibre
Shannen 
TL
Thetebudi L's update04 Jan 2023, 15:41
Reviewer Update
Seeing that you are not taking me seriously I have logged a case with ICASA: CAS-180763-B5P1M1.
MetroFibre Networx
MetroFibre Networx's reply04 Jan 2023, 19:57
Official
Good Day Thetebudi

 We have received feedback from our orders department.  There is an active service at your address, from the previous resident.  Their ISP does not want to release the line as there is no cancellation request from their client.  May you please provide us with your Proof of Address so that we may have the line released and activate your service at the address. 

We have sent you an e-mail as well. please respond to the e-mail with your proof of address.

Kind Regards,
Siboniso Sibisi
Metrofibre.
TL
Thetebudi L's update04 Jan 2023, 21:59
Reviewer Update
Hi,

Are you guys for real?.

We have been sending proof of residence and occupation of that unit to your colleagues copied in this mail since last week Tuesday after we moved into this unit.

We are attaching it again.

This is beyond dysfunctional. How you have a FNO license to operate beats me.

Regards,Thetebudi
MetroFibre Networx
MetroFibre Networx's reply05 Jan 2023, 06:20
Official
Dear Thetebudi

We send our sincere apologies for the delay in getting you activated at your new residency.

We are on the other ISP's case every day to have the line release.

I send my sincere apologies. 

Kind Regards

Metrofibre
Shannen
TL
Thetebudi L's update05 Jan 2023, 09:35
Reviewer Update
I get your apology, but that doesnt solve my problems. I am on 200 mbps line with metrofibre which is servicing the whole family. I work full-time at home and its school holidays. I could work without being disturbed or disturbing others. Pre-paid data doesn't come cheap and I paid you guys for the current month with no service.

Am I going to be reimbursed for the money I am loosing?
What happend to early release from the other ISP?
MetroFibre Networx
MetroFibre Networx's reply05 Jan 2023, 10:38
Official
Dear Thetebudi

I send my sincere apology for only getting back to you now.

I have been investigating for you and getting answers for you every day. 

I have liaised with the Key Accounts department this morning and I am waiting on feedback.

I will definitely keep you up to date.

Once again, I send my sincere apologies.

Kind Regards

MetroFibre
Shannen