1 reviews | Active since Sept 2024
Complete service failure by metrofibre ticket#127912
URGENT COMPLAINT – COMPLETE SERVICE FAILURE BY METROFIBRE (TICKET #***)
I am beyond frustrated and exhausted by the complete lack of service delivery and accountability from MetroFibre.
My fibre connection has been inconsistent and effectively unusable since Thursday, 26/03/2026. This is not a minor inconvenience, it has severely disrupted my life.
A technician visited my home on Sunday and clearly stated that the issue is a MetroFibre problem, not something on my side. Despite this, I have had to repeatedly chase answers with no resolution. Ticket number : ***
On Monday (30/03/2026), I went to the MetroFibre office at Riverside Square, where I was told the matter had been escalated and that my fibre would be restored. This was not true.
On Tuesday (31/03/2026), I returned again and was given ticket number*** . I was then informed that my entire street is affected and that the issue appears to be related to a port problem.
On Wednesday (01/04/2026), I went back yet again to follow up, only to be told that MetroFibre still needs to log the issue on their side and that they are difficult to reach after 17:00. This is completely unacceptable for a service provider of this scale.
I must acknowledge Mr Nyiko and his female colleague (whose name I unfortunately did not get), who genuinely tried to assist me by calling MetroFibre. However, even their efforts were unsuccessful due to the lack of responsiveness from MetroFibre.
I am now writing this review because:
1. I work remotely, and my ability to perform my job has been severely impacted since last Thursday. I am now in breach of my employment contract due to the lack of a consistent internet connection — something that is a basic requirement of my job.
2. I am tired of constantly complaining. It is draining, frustrating, and unacceptable considering that I am paying for this service.
3. I have a child whose access to educational programs — which I pay for — has been disrupted due to the lack of internet.
4. I have run out of money buying mobile data as a temporary solution because I already paid for fibre for the month.
This situation is not just poor service — it is a complete failure.
MetroFibre is clearly growing, but growth without efficiency and accountability is meaningless. Successful businesses care about their customers and their employees. What I have witnessed is the opposite: overwhelmed staff placed in a cramped container at a mall, with no security, limited space, and long queues of frustrated customers. This is not only unfair to customers but also to the staff who are left to deal with the fallout.
This entire experience has been unacceptable, unprofessional, and deeply concerning.
I expect immediate resolution and clear communication. Enough is enough or May i please be compensated my money R480 that i paid to buy fibre on the 25/03/2026
Thank you for bringing this matter to our attention.
We fully acknowledge the disruption you have experienced with your fibre service since 26/03/2026. The impact on your ability to work remotely, support your child’s educational needs, and manage additional expenses has been significant and is understood.
Your feedback regarding the repeated visits, lack of clear communication, and delays in resolution has been noted. This situation does not reflect the standard of service we aim to provide, and the inconvenience caused is taken seriously.
Your ticket (#***), along with the additional reference (#***), has been escalated for urgent intervention. The reported port-related issue affecting your area is currently under review by the relevant technical teams, and priority has been assigned to restoring your connection as quickly as possible.
We also appreciate your acknowledging the efforts of Mr Nyiko and his colleague. Their commitment is valued, and your feedback will be shared accordingly.
You will receive a progress update shortly, including clearer timelines and next steps. We remain committed to resolving this matter without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
We fully acknowledge the disruption you have experienced with your fibre service since 26/03/2026. The impact on your ability to work remotely, support your child’s educational needs, and manage additional expenses has been significant and is understood.
Your feedback regarding the repeated visits, lack of clear communication, and delays in resolution has been noted. This situation does not reflect the standard of service we aim to provide, and the inconvenience caused is taken seriously.
Your ticket (#***), along with the additional reference (#***), has been escalated for urgent intervention. The reported port-related issue affecting your area is currently under review by the relevant technical teams, and priority has been assigned to restoring your connection as quickly as possible.
We also appreciate your acknowledging the efforts of Mr Nyiko and his colleague. Their commitment is valued, and your feedback will be shared accordingly.
You will receive a progress update shortly, including clearer timelines and next steps. We remain committed to resolving this matter without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I am writing to follow up on my previous complaint regarding my fibre connection.
On 2 April 2026 at 09:34, I received a call from a representative from MetroFibre. I would like to commend him for his professionalism — I rate his service a five out of five. He handled the matter well, calmed my concerns, and assured me that the issue would be resolved promptly.
However, as of 18:00 today 03 April 2026, I am still without fibre service.
This is particularly frustrating as it is the Easter weekend, and my household currently has no access to TV or internet. Had I known that this outage would persist for this long, I would have reconsidered my payment decision and used the R480 paid on 25 March towards my DStv subscription instead, so that my family and I could at least have some form of entertainment.
At this point, I am extremely disheartened and disappointed by the lack of resolution.
I kindly request urgent intervention and feedback on when the service will be restored. I have been without fibre since Thursday the 26 March 2026 until date, Friday 03 April 2026.
I am writing to follow up on my previous complaint regarding my fibre connection.
On 2 April 2026 at 09:34, I received a call from a representative from MetroFibre. I would like to commend him for his professionalism — I rate his service a five out of five. He handled the matter well, calmed my concerns, and assured me that the issue would be resolved promptly.
However, as of 18:00 today 03 April 2026, I am still without fibre service.
This is particularly frustrating as it is the Easter weekend, and my household currently has no access to TV or internet. Had I known that this outage would persist for this long, I would have reconsidered my payment decision and used the R480 paid on 25 March towards my DStv subscription instead, so that my family and I could at least have some form of entertainment.
At this point, I am extremely disheartened and disappointed by the lack of resolution.
I kindly request urgent intervention and feedback on when the service will be restored. I have been without fibre since Thursday the 26 March 2026 until date, Friday 03 April 2026.