qL
quentin L
1 reviews | Active since Sept 2011
07 Jan 2025, 12:03
dont bother with Metrofiber
worst experience ever we are a new client of theirs we moved to a new house and contacted Metrofiber to0 come and do a install after signing up it took them 5 days to send guys out to install which was fine then after 48 hours our internet was to be activated which it was not so we call their support department to get this resolved only for nothing to happen to be able to fix it then it was determined that the router needed to be replaced as it was faulty we have now been waiting a week for this to happen every time we call the agent says its working on their side they make us reboot the router and still nothing then the agent will say yes they need to change the router which does not happen then we call the next day to find out where the new router is and the agent we get through to say they still investigating and we run the same reboot again we cannot seem to get a new router out of them no matter what we do so in writing on here to warn everyone considering metrofiber there after sales support is the worst and you get nothing back i will be canceling with them now and moving to a better service provider
Helpful (0)
Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
07 Jan 2025, 12:51Dear Quentin
We sincerely apologise for the delays and lack of assistance you’ve experienced, as well as for the frustration this has caused. This is not the level of service we strive to provide.
Please rest assured that we have escalated your query to our Network Operations Centre (NOC) department as a priority. They are actively investigating the matter, and we will ensure that the issue is resolved promptly. You will be contacted shortly with a resolution regarding the replacement of the faulty router.
We truly value your feedback, and I assure you that we are committed to addressing your concerns as quickly as possible. Should you require further assistance in the meantime, please don’t hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We sincerely apologise for the delays and lack of assistance you’ve experienced, as well as for the frustration this has caused. This is not the level of service we strive to provide.
Please rest assured that we have escalated your query to our Network Operations Centre (NOC) department as a priority. They are actively investigating the matter, and we will ensure that the issue is resolved promptly. You will be contacted shortly with a resolution regarding the replacement of the faulty router.
We truly value your feedback, and I assure you that we are committed to addressing your concerns as quickly as possible. Should you require further assistance in the meantime, please don’t hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply07 Jan 2025, 12:51
Official
Dear Quentin
We sincerely apologise for the delays and lack of assistance you’ve experienced, as well as for the frustration this has caused. This is not the level of service we strive to provide.
Please rest assured that we have escalated your query to our Network Operations Centre (NOC) department as a priority. They are actively investigating the matter, and we will ensure that the issue is resolved promptly. You will be contacted shortly with a resolution regarding the replacement of the faulty router.
We truly value your feedback, and I assure you that we are committed to addressing your concerns as quickly as possible. Should you require further assistance in the meantime, please don’t hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We sincerely apologise for the delays and lack of assistance you’ve experienced, as well as for the frustration this has caused. This is not the level of service we strive to provide.
Please rest assured that we have escalated your query to our Network Operations Centre (NOC) department as a priority. They are actively investigating the matter, and we will ensure that the issue is resolved promptly. You will be contacted shortly with a resolution regarding the replacement of the faulty router.
We truly value your feedback, and I assure you that we are committed to addressing your concerns as quickly as possible. Should you require further assistance in the meantime, please don’t hesitate to reach out.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
qL
quentin L's updateReviewer Update
07 Jan 2025, 13:00hi Siboniso
thank you for the reply all consultants i have spoken to have said the same thing to me they will escalate my matter which does not happen i need my new router before close of business today or i will be canceling my services with you and my next move is tik tok i was on the phone last night with one of your technicians going through the whole router and he said it must be replaced and that it would of been done this morning well the Moring has come and gone i started working yesterday and couldn't with no internet and again today we a week in so i will tell you now i am deducting a week off of the money i owe you end of this month as I'm not paying for something i don't have
thank you for the reply all consultants i have spoken to have said the same thing to me they will escalate my matter which does not happen i need my new router before close of business today or i will be canceling my services with you and my next move is tik tok i was on the phone last night with one of your technicians going through the whole router and he said it must be replaced and that it would of been done this morning well the Moring has come and gone i started working yesterday and couldn't with no internet and again today we a week in so i will tell you now i am deducting a week off of the money i owe you end of this month as I'm not paying for something i don't have
qL
quentin L's update07 Jan 2025, 13:00
Reviewer Update
hi Siboniso
thank you for the reply all consultants i have spoken to have said the same thing to me they will escalate my matter which does not happen i need my new router before close of business today or i will be canceling my services with you and my next move is tik tok i was on the phone last night with one of your technicians going through the whole router and he said it must be replaced and that it would of been done this morning well the Moring has come and gone i started working yesterday and couldn't with no internet and again today we a week in so i will tell you now i am deducting a week off of the money i owe you end of this month as I'm not paying for something i don't have
thank you for the reply all consultants i have spoken to have said the same thing to me they will escalate my matter which does not happen i need my new router before close of business today or i will be canceling my services with you and my next move is tik tok i was on the phone last night with one of your technicians going through the whole router and he said it must be replaced and that it would of been done this morning well the Moring has come and gone i started working yesterday and couldn't with no internet and again today we a week in so i will tell you now i am deducting a week off of the money i owe you end of this month as I'm not paying for something i don't have
qL
quentin L's updateReviewer Update
07 Jan 2025, 15:48hi Siboniso
still no router has been delivered o me still no communication this is a joke now
still no router has been delivered o me still no communication this is a joke now
qL
quentin L's update07 Jan 2025, 15:48
Reviewer Update
hi Siboniso
still no router has been delivered o me still no communication this is a joke now
still no router has been delivered o me still no communication this is a joke now
MetroFibre Networx's replyOfficial
07 Jan 2025, 15:59Dear Quentin
We understand your frustration.
We have requested the NOC expedite the query again. We will provide you with feedback as soon as we receive it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We understand your frustration.
We have requested the NOC expedite the query again. We will provide you with feedback as soon as we receive it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply07 Jan 2025, 15:59
Official
Dear Quentin
We understand your frustration.
We have requested the NOC expedite the query again. We will provide you with feedback as soon as we receive it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We understand your frustration.
We have requested the NOC expedite the query again. We will provide you with feedback as soon as we receive it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
qL
quentin L's updateReviewer Update
07 Jan 2025, 16:04can i not to go to the metrofiber ship in eco park to swop it out? i can not wait any longer
qL
quentin L's update07 Jan 2025, 16:04
Reviewer Update
can i not to go to the metrofiber ship in eco park to swop it out? i can not wait any longer
MetroFibre Networx's replyOfficial
08 Jan 2025, 12:06Good Day
There has been an appointment booked for tomorrow to change the router.
We will keep you updated on any progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
There has been an appointment booked for tomorrow to change the router.
We will keep you updated on any progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply08 Jan 2025, 12:06
Official
Good Day
There has been an appointment booked for tomorrow to change the router.
We will keep you updated on any progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
There has been an appointment booked for tomorrow to change the router.
We will keep you updated on any progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations