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Mthobeli L

1 reviews | Active since Sept 2020

20 Jan 2025, 23:02

Bad Services Received From Metro Fibre Networx

I placed a new order for fibre installation on the 2nd of December 2024 which was confirmed and the anticipated installation date given was the 16th of December 2024. Today is the 20th of January 2025 still no new installation.

Whenever I make a follow up with my order, I always receive the same response 'Good Day, kindly note that we have sent urgent request to the team to contact you to arrange the booking for attendance'. The last call I received was in December 2024. When I ask for timeframe for this call I always get this message 'Please note that we have sent urgent request to the team to prioritize'. I have been in contact with the lady by the name of Terresa. There is no action but empty promises. I am so disappointed with Metro Fibre Networx.

The last correspondence I had with her was Friday the 17th of January 2025 when I asked her that I need an update before the end of business. The response I received from her was "Noted, will do". Guess what, she did not give me an update/feedback on Friday. Today is Monday the 20th of January 2025 at 23H00 and have not received anything from her (them).

Can anyone suggest a reputable fibre service provider, please........

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Replies (1)
MetroFibre Networx
MetroFibre Networx's reply21 Jan 2025, 08:30
Official
Dear Mthobeli Langa

First and foremost, we sincerely apologize for the frustration and inconvenience you have experienced with the delay in your fibre installation. We fully understand your disappointment, especially after the repeated follow-ups and the lack of communication from our team.

Thank you for your patience and for taking the time to speak with me during our recent calls. We truly appreciate your understanding. We regret that we have not yet met your expectations, and I want to assure you that I am looking into this matter to expedite a resolution.

We will immediately escalate your case to the relevant teams to ensure that your installation is prioritized and that you receive a concrete update with a firm timeline. We understand that empty promises are unacceptable, and we will take immediate action to address the delays you've experienced.

Once again, we sincerely apologize for the inconvenience caused and assure you that we are working to rectify this issue as quickly as possible. I will follow up with you personally to ensure that you are kept informed every step of the way.

In the meantime, if you have any further concerns or questions, please don't hesitate to contact us.

Thank you for your patience and understanding.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations