CW
Chia W
1 reviews | Active since May 2010
13 Oct 2022, 17:53
Contractors will contact you in 24 hours -NEVER
My internet has been down for 9 days now and my ISP and myself has contacted metrofibre numerous times but the reply is always " a contractor will make contact with you in 24hours" this is now many 24 hours later and no one bother to even call and this morning the ticket was magically closed and my ISP has re-submitted.
I guess Metrofibre does not believe in customer service based on the reviews in the last few days and these contractors probably feels the same way and no one seems to bother to resolve anything and my ticket are closed because it probably look bad now for them. I will definitely bring up how useless Metrofibre is and maybe we will bring in a competitor fiber provider since Metrofibre is useless.
The day before my connection got disconnected some rather unprofessional looking technicians were looking around at the fiber junction box and I am in the IT industry long enough to spot a person who has no idea what they doing and I feared there would be issues and next day it happens,
Helpful (0)
Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
13 Oct 2022, 18:07Good day Chia Han,
Thank you for bringing the matter to our attention.
Kindly note that we have requested urgent feedback from our maintenance department on the matter.
Feedback will be provided.
One of our agents will contact you.
Kind regards
MetroFibre
Thank you for bringing the matter to our attention.
Kindly note that we have requested urgent feedback from our maintenance department on the matter.
Feedback will be provided.
One of our agents will contact you.
Kind regards
MetroFibre
MetroFibre Networx's reply13 Oct 2022, 18:07
Official
Good day Chia Han,
Thank you for bringing the matter to our attention.
Kindly note that we have requested urgent feedback from our maintenance department on the matter.
Feedback will be provided.
One of our agents will contact you.
Kind regards
MetroFibre
Thank you for bringing the matter to our attention.
Kindly note that we have requested urgent feedback from our maintenance department on the matter.
Feedback will be provided.
One of our agents will contact you.
Kind regards
MetroFibre
CW
Chia W's updateReviewer Update
13 Oct 2022, 18:15Hi Metrofiber agent
Will this be anytime soon because I have seen the same reply on mail about 6 times and no one ever did and I tried to call and was put on hold for 15 minutes yesterday and got cut off exactly on 15 minutes, I mean closing a ticket without anything being done is just sign that you either don’t care or have useless contractors who I wonder if they either don’t want to work or trying to hide their incompetence
Will this be anytime soon because I have seen the same reply on mail about 6 times and no one ever did and I tried to call and was put on hold for 15 minutes yesterday and got cut off exactly on 15 minutes, I mean closing a ticket without anything being done is just sign that you either don’t care or have useless contractors who I wonder if they either don’t want to work or trying to hide their incompetence
CW
Chia W's update13 Oct 2022, 18:15
Reviewer Update
Hi Metrofiber agent
Will this be anytime soon because I have seen the same reply on mail about 6 times and no one ever did and I tried to call and was put on hold for 15 minutes yesterday and got cut off exactly on 15 minutes, I mean closing a ticket without anything being done is just sign that you either don’t care or have useless contractors who I wonder if they either don’t want to work or trying to hide their incompetence
Will this be anytime soon because I have seen the same reply on mail about 6 times and no one ever did and I tried to call and was put on hold for 15 minutes yesterday and got cut off exactly on 15 minutes, I mean closing a ticket without anything being done is just sign that you either don’t care or have useless contractors who I wonder if they either don’t want to work or trying to hide their incompetence
CW
Chia W's updateReviewer Update
14 Oct 2022, 17:50Hi at least someone contacted me last night from the customer service department but unfortunately it is now day 10 that I am disconnect and besides the courtesy call and promise of feedback ASAP which didn’t happen today just like the last 10 days.
I guess maybe it’s time I shall tell my ISP to cancel my fiber and move to 5G or go back to LTE since Metrofiber does not believe in customer service or communicating with their ISPs client and this even make state own and government department looks like they have better customer service.
So Metrofiber I am giving you 24 hours to contact me and tell me the exact timeline you going to restore my service or tomorrow this time if someone doesn’t give me a concrete plan I will tell Mweb to cancel my fiber and I will ask to be done immediately because you cannot charge me for a service you fail to provide and I will push the homeowners association to bring in another network operators because there are quite a few of us who has issues and it’s obvious you have an infrastructure problem and your ‘maintenance’ team is just delaying it and hope it fix itself. I will not stand for this level of incompetence and if there is negative star you will get it from me. I deal with unhappy client work wise too and this will have already escalated to CEO level even in company larger than you because you guys simply doesn’t seem to even care about your end user customers
I guess maybe it’s time I shall tell my ISP to cancel my fiber and move to 5G or go back to LTE since Metrofiber does not believe in customer service or communicating with their ISPs client and this even make state own and government department looks like they have better customer service.
So Metrofiber I am giving you 24 hours to contact me and tell me the exact timeline you going to restore my service or tomorrow this time if someone doesn’t give me a concrete plan I will tell Mweb to cancel my fiber and I will ask to be done immediately because you cannot charge me for a service you fail to provide and I will push the homeowners association to bring in another network operators because there are quite a few of us who has issues and it’s obvious you have an infrastructure problem and your ‘maintenance’ team is just delaying it and hope it fix itself. I will not stand for this level of incompetence and if there is negative star you will get it from me. I deal with unhappy client work wise too and this will have already escalated to CEO level even in company larger than you because you guys simply doesn’t seem to even care about your end user customers
CW
Chia W's update14 Oct 2022, 17:50
Reviewer Update
Hi at least someone contacted me last night from the customer service department but unfortunately it is now day 10 that I am disconnect and besides the courtesy call and promise of feedback ASAP which didn’t happen today just like the last 10 days.
I guess maybe it’s time I shall tell my ISP to cancel my fiber and move to 5G or go back to LTE since Metrofiber does not believe in customer service or communicating with their ISPs client and this even make state own and government department looks like they have better customer service.
So Metrofiber I am giving you 24 hours to contact me and tell me the exact timeline you going to restore my service or tomorrow this time if someone doesn’t give me a concrete plan I will tell Mweb to cancel my fiber and I will ask to be done immediately because you cannot charge me for a service you fail to provide and I will push the homeowners association to bring in another network operators because there are quite a few of us who has issues and it’s obvious you have an infrastructure problem and your ‘maintenance’ team is just delaying it and hope it fix itself. I will not stand for this level of incompetence and if there is negative star you will get it from me. I deal with unhappy client work wise too and this will have already escalated to CEO level even in company larger than you because you guys simply doesn’t seem to even care about your end user customers
I guess maybe it’s time I shall tell my ISP to cancel my fiber and move to 5G or go back to LTE since Metrofiber does not believe in customer service or communicating with their ISPs client and this even make state own and government department looks like they have better customer service.
So Metrofiber I am giving you 24 hours to contact me and tell me the exact timeline you going to restore my service or tomorrow this time if someone doesn’t give me a concrete plan I will tell Mweb to cancel my fiber and I will ask to be done immediately because you cannot charge me for a service you fail to provide and I will push the homeowners association to bring in another network operators because there are quite a few of us who has issues and it’s obvious you have an infrastructure problem and your ‘maintenance’ team is just delaying it and hope it fix itself. I will not stand for this level of incompetence and if there is negative star you will get it from me. I deal with unhappy client work wise too and this will have already escalated to CEO level even in company larger than you because you guys simply doesn’t seem to even care about your end user customers
MetroFibre Networx's replyOfficial
14 Oct 2022, 19:03Good day Chia,
We sincerely apologise for the inconvenience caused.
Kindly note that the issue has been escalated to our Key accounts department that deal directly with MWEB queries.
We have also requested the maintenance department to provide feedback on the quote approval that was sent today needed for the maintenance work to be done.
We will provide further updates.
Kind regards
MetroFibre
We sincerely apologise for the inconvenience caused.
Kindly note that the issue has been escalated to our Key accounts department that deal directly with MWEB queries.
We have also requested the maintenance department to provide feedback on the quote approval that was sent today needed for the maintenance work to be done.
We will provide further updates.
Kind regards
MetroFibre
MetroFibre Networx's reply14 Oct 2022, 19:03
Official
Good day Chia,
We sincerely apologise for the inconvenience caused.
Kindly note that the issue has been escalated to our Key accounts department that deal directly with MWEB queries.
We have also requested the maintenance department to provide feedback on the quote approval that was sent today needed for the maintenance work to be done.
We will provide further updates.
Kind regards
MetroFibre
We sincerely apologise for the inconvenience caused.
Kindly note that the issue has been escalated to our Key accounts department that deal directly with MWEB queries.
We have also requested the maintenance department to provide feedback on the quote approval that was sent today needed for the maintenance work to be done.
We will provide further updates.
Kind regards
MetroFibre
MetroFibre Networx's replyOfficial
14 Oct 2022, 21:36Dear Chia,
We do understand and will revert once we have the feedback.
Kind regards
MetroFibre.
We do understand and will revert once we have the feedback.
Kind regards
MetroFibre.
MetroFibre Networx's reply14 Oct 2022, 21:36
Official
Dear Chia,
We do understand and will revert once we have the feedback.
Kind regards
MetroFibre.
We do understand and will revert once we have the feedback.
Kind regards
MetroFibre.
CW
Chia W's updateReviewer Update
15 Oct 2022, 13:23Hi MetroFibre networx
please note that I have asked MWEB to put in cancellation of the Fiber service because you guys are behaving like your client is just a number and blaming it on "maintenance " delays for 12 Days is just not going to cut it.
My take is that you have ran out of capacity in my Estate as the fiber splitter that the tech was working on in the man hole in front of my house was full, and you probably gave my port to someone else who was probably a client of your own ISP and cut me off. I did see two gentleman in your Van here around 7:00PM on the evening of 11 October looking like they were looking at cable runs and your mails keep on saying there is maintenance quote or feedback means that you are looking to now increase capacity and you just delaying and delaying till its done.
I do ask you escalate this to your management and they will understand what I am saying below.
because I am going to make it my mission to see if I can get Openserve to get their line in the area as we have now have a couple of higher density residential complexes near us which will make the ROI on laying Fiber in the area more attractive, and many residents in my Estate has been unhappy with the service we have been getting for you this year so far so I am sure it is common in the estates in the area. In a consolidating fiber network operator market with decreasing ROI and ARPU, you guys can ill afford having around 1000 household in the area getting an alternative network provider because you will get sizable users who will switch and further reduce your ROI in the network you put in my area.
Since you guys seems to just treat your end users as a number from the rather cavalier attitude you deal with your customers and the joke of a 3 to 4 business day turnaround period, you are going to lose customer very fast once they have an alternative and in the IT industry, customers move on very fast. I am sure also your new owners will not be too happy with their investment shrinking in Value and maybe they will actually fix your rather poor customer service level judging on the review on Hellopeter.
I am sure you guys are just going to keep on delaying to give me actual feedback on how you are going to resolve this issue, so unless someone more senior reach out to me on Monday and tell me the plan to resolve this, you are not going to have me as a client and I will tell anyone I know how bad your guys are in support and tell them to avoid you if they can. Word of mouth travels fast in Tech industry.
please note that I have asked MWEB to put in cancellation of the Fiber service because you guys are behaving like your client is just a number and blaming it on "maintenance " delays for 12 Days is just not going to cut it.
My take is that you have ran out of capacity in my Estate as the fiber splitter that the tech was working on in the man hole in front of my house was full, and you probably gave my port to someone else who was probably a client of your own ISP and cut me off. I did see two gentleman in your Van here around 7:00PM on the evening of 11 October looking like they were looking at cable runs and your mails keep on saying there is maintenance quote or feedback means that you are looking to now increase capacity and you just delaying and delaying till its done.
I do ask you escalate this to your management and they will understand what I am saying below.
because I am going to make it my mission to see if I can get Openserve to get their line in the area as we have now have a couple of higher density residential complexes near us which will make the ROI on laying Fiber in the area more attractive, and many residents in my Estate has been unhappy with the service we have been getting for you this year so far so I am sure it is common in the estates in the area. In a consolidating fiber network operator market with decreasing ROI and ARPU, you guys can ill afford having around 1000 household in the area getting an alternative network provider because you will get sizable users who will switch and further reduce your ROI in the network you put in my area.
Since you guys seems to just treat your end users as a number from the rather cavalier attitude you deal with your customers and the joke of a 3 to 4 business day turnaround period, you are going to lose customer very fast once they have an alternative and in the IT industry, customers move on very fast. I am sure also your new owners will not be too happy with their investment shrinking in Value and maybe they will actually fix your rather poor customer service level judging on the review on Hellopeter.
I am sure you guys are just going to keep on delaying to give me actual feedback on how you are going to resolve this issue, so unless someone more senior reach out to me on Monday and tell me the plan to resolve this, you are not going to have me as a client and I will tell anyone I know how bad your guys are in support and tell them to avoid you if they can. Word of mouth travels fast in Tech industry.
CW
Chia W's update15 Oct 2022, 13:23
Reviewer Update
Hi MetroFibre networx
please note that I have asked MWEB to put in cancellation of the Fiber service because you guys are behaving like your client is just a number and blaming it on "maintenance " delays for 12 Days is just not going to cut it.
My take is that you have ran out of capacity in my Estate as the fiber splitter that the tech was working on in the man hole in front of my house was full, and you probably gave my port to someone else who was probably a client of your own ISP and cut me off. I did see two gentleman in your Van here around 7:00PM on the evening of 11 October looking like they were looking at cable runs and your mails keep on saying there is maintenance quote or feedback means that you are looking to now increase capacity and you just delaying and delaying till its done.
I do ask you escalate this to your management and they will understand what I am saying below.
because I am going to make it my mission to see if I can get Openserve to get their line in the area as we have now have a couple of higher density residential complexes near us which will make the ROI on laying Fiber in the area more attractive, and many residents in my Estate has been unhappy with the service we have been getting for you this year so far so I am sure it is common in the estates in the area. In a consolidating fiber network operator market with decreasing ROI and ARPU, you guys can ill afford having around 1000 household in the area getting an alternative network provider because you will get sizable users who will switch and further reduce your ROI in the network you put in my area.
Since you guys seems to just treat your end users as a number from the rather cavalier attitude you deal with your customers and the joke of a 3 to 4 business day turnaround period, you are going to lose customer very fast once they have an alternative and in the IT industry, customers move on very fast. I am sure also your new owners will not be too happy with their investment shrinking in Value and maybe they will actually fix your rather poor customer service level judging on the review on Hellopeter.
I am sure you guys are just going to keep on delaying to give me actual feedback on how you are going to resolve this issue, so unless someone more senior reach out to me on Monday and tell me the plan to resolve this, you are not going to have me as a client and I will tell anyone I know how bad your guys are in support and tell them to avoid you if they can. Word of mouth travels fast in Tech industry.
please note that I have asked MWEB to put in cancellation of the Fiber service because you guys are behaving like your client is just a number and blaming it on "maintenance " delays for 12 Days is just not going to cut it.
My take is that you have ran out of capacity in my Estate as the fiber splitter that the tech was working on in the man hole in front of my house was full, and you probably gave my port to someone else who was probably a client of your own ISP and cut me off. I did see two gentleman in your Van here around 7:00PM on the evening of 11 October looking like they were looking at cable runs and your mails keep on saying there is maintenance quote or feedback means that you are looking to now increase capacity and you just delaying and delaying till its done.
I do ask you escalate this to your management and they will understand what I am saying below.
because I am going to make it my mission to see if I can get Openserve to get their line in the area as we have now have a couple of higher density residential complexes near us which will make the ROI on laying Fiber in the area more attractive, and many residents in my Estate has been unhappy with the service we have been getting for you this year so far so I am sure it is common in the estates in the area. In a consolidating fiber network operator market with decreasing ROI and ARPU, you guys can ill afford having around 1000 household in the area getting an alternative network provider because you will get sizable users who will switch and further reduce your ROI in the network you put in my area.
Since you guys seems to just treat your end users as a number from the rather cavalier attitude you deal with your customers and the joke of a 3 to 4 business day turnaround period, you are going to lose customer very fast once they have an alternative and in the IT industry, customers move on very fast. I am sure also your new owners will not be too happy with their investment shrinking in Value and maybe they will actually fix your rather poor customer service level judging on the review on Hellopeter.
I am sure you guys are just going to keep on delaying to give me actual feedback on how you are going to resolve this issue, so unless someone more senior reach out to me on Monday and tell me the plan to resolve this, you are not going to have me as a client and I will tell anyone I know how bad your guys are in support and tell them to avoid you if they can. Word of mouth travels fast in Tech industry.