Connected with no internet due to Change of Address Issues

Item: MetroFibre Networx
Rating: 1
Author: Valentine V

I requested a change of address and was assured that the area I am moving to is still covered and that the process would not be an issue. I submitted all the required documentation on Wednesday (07/01/2026).

On Thursday, after following up, I was informed that my device could not be discovered on the network to allow reactivation. I provided evidence confirming that the device was correctly connected, after which I was advised that the matter had been escalated to the maintenance team, who would contact me to arrange a site visit to assess the physical state of the ONT.

As of today, 13/01/2026, I still have no internet connectivity and my line has not been reactivated. I have already spent more than my monthly service fee on LTE just to remain connected.

This entire process has been extremely frustrating. Had I known the change of address would result in prolonged downtime and poor communication, I would not have proceeded with it. I would have rather opted for another service provider to perform a fresh installation from scratch.

There has been a complete lack of communication throughout this process, instead of being updated, I have had to continuously follow up just to find out what is happening.

Helpful (0)

Replies (1)

MetroFibre Networx's replyOfficial

13 Jan 2026, 08:20

Dear Valentine

Thank you for providing the detailed background regarding your change of address request and the challenges you have experienced since then. We recognise the disruption this has caused, particularly the extended downtime and the additional costs incurred to remain connected.

Your feedback regarding the delays and lack of consistent communication has been noted. The matter remains escalated with our maintenance team, and we are prioritising the reactivation of your line. A site visit is required to assess the physical state of the ONT and confirm network visibility, after which activation can be completed.

We are following up with the relevant department to ensure this is addressed as a matter of urgency, and feedback will be provided as soon as confirmation is received. You will be contacted to arrange the necessary on-site assessment.

Thank you for your continued patience. We remain committed to restoring your service as quickly as possible and improving communication throughout the remainder of this process.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

MetroFibre Networx Support Team

MetroFibre Networx's reply13 Jan 2026, 08:20

Official

Dear Valentine

Thank you for your continued patience. We remain committed to restoring your service as quickly as possible and improving communication throughout the remainder of this process.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

MetroFibre Networx Support Team