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CB
Christian B

1 reviews | Active since Nov 2021

18 Nov 2021, 16:29

Diabolical Support Service

Their service is diabolical! It has now been;

1. More than 36hrs since it went down 2. I have now made over 11 calls to the call centre 3. 14 emails backward and forwards 4. 2 x full resets of the modem – I have had to return home from the office specifically to do this again today 5. I estimate I have spent 4 hrs yesterday and another 3 today = 7 hrs attempting to resolve this.

They simply fob me off to the next agent / supervisor and then on to Open Serve.

0
Replies (3)
MetroFibre Networx
MetroFibre Networx's reply18 Nov 2021, 18:48
Official
Hi Christian,

I do hope you are well.

I sincerely apologize for the inconvenience caused by the service you are receiving from us.

Please be advised that I did try to contact you but were not successful to reach you.

Kindly note that we did follow up on your query and have found that we have an outage in your area.

Currently we unfortunately do not have a ETA as of yet but are following up continuously to get the issues resolved and more information with regards to the ETA.

Kind Regards
MetroFibre
CB
Christian B's update19 Nov 2021, 09:12
Reviewer Update
Still no internet service - now going on to the 3rd day and another 2 calls an 6 more emails back and forward. (Total calls now 13, total emails 20). Seems Metrofibre are now blaming an outage in the area - another excuse? I see they've also closed my Ticket as resolved - this is NOT the case.
MetroFibre Networx
MetroFibre Networx's reply19 Nov 2021, 14:12
Official
Good day Christian,

Thank you for taking our call,

Please note that we are arranging for the router Swop.

Kindly be advised as soon as you have received your new ONT device we will assist with authentication.

Kind regards
MetroFibre