Empty promises and terrible technical support

Our recent experience with MetroFibre has been extremely disappointing, especially considering that this issue originated on their side.

Since Thursday last week, our fibre service was disconnected due to what was confirmed as an internal fault — despite our account being fully paid and up to date. We were initially told that the issue would be resolved within 24 to 48 hours. However, as of today (Tuesday), we have been without internet for nearly a full week.

The biggest concern is not just the technical failure, but the lack of effective communication and ownership throughout the process.

While a few agents were polite and professional, there is a clear inconsistency in service delivery. We repeatedly had to follow up ourselves, with little to no proactive communication. Responses were slow, unclear, and often incomplete. At times, it felt like our case was not being actively managed or prioritised.

We were also left to navigate the issue with minimal guidance, rather than being supported by the network provider responsible for the fault.

Currently, we are still without a working connection, and there is no clear timeline for resolution. This is unacceptable, especially for a household or business that relies heavily on stable internet for daily operations.

At the very least, we expected: • Clear and consistent communication • Ownership of the issue from start to finish • Accurate timelines and follow-through on commitments

Instead, we experienced delays, uncer*****y, and a lack of urgency.

MetroFibre needs to seriously review their support processes, internal communication, and escalation procedures — particularly when the fault lies on their side.

This matter should have been resolved on day one.