1 reviews | Active since Aug 2019
Expect Delays, Empty Promises & Zero Accountability – MetroFibre Disappointed Me
If you're considering signing up with MetroFibre, I strongly suggest you read this first.
I had a complete service outage from 13 to 16 May 2025. During this time, not only was my internet down — which directly impacted my work and the ability of others on the property to study — but the support I received from MetroFibre was disjointed, dismissive, and misleading:
I was told the service was restored when it wasn’t.
I was promised a wireless backup solution that never arrived.
Support tickets were closed before the issue was resolved.
It took me escalating through WhatsApp, email, their app, HelloPeter, MyBroadband, and ICASA just to get someone to take the matter seriously.
Despite all of this, MetroFibre refused to offer a refund or credit, hiding behind their “95% annual uptime” policy and calling the incident a “force majeure” (something beyond their control). While the outage may have been caused by municipal work, MetroFibre’s failure was in how they handled it — with inconsistent communication, unfulfilled promises, and no accountability.
Even after a formal complaint to ICASA, MetroFibre maintained that no compensation would be given. I have now accepted that I will receive nothing back — but I want to make sure others know exactly what to expect.
TL;DR: Don’t expect fast or honest communication during outages.
Don’t expect compensation, even if you're without internet for days.
You’ll have to fight just to be heard — and still end up with nothing.
I am leaving this review so that future customers are fully aware: you’re on your own if something goes wrong.
Thank you for taking the time to share your experience. We understand the level of frustration and inconvenience a prolonged service outage can cause, particularly when it affects your ability to work and study. The situation you described clearly did not meet the level of service or support we strive to provide.
Your feedback regarding the communication breakdown, unmet expectations, and escalation process has been noted in detail. While certain incidents — such as those involving third-party infrastructure or municipal work — can fall outside of our direct control, how we respond and support our clients during these events is fully within our responsibility.
We are continuously working to strengthen our systems, training, and communication channels to ensure that escalations are handled more effectively, promises are followed through, and customers feel heard every step of the way.
We regret that your experience did not reflect the standards we are committed to upholding. Your insights will be shared internally as part of our ongoing efforts to improve both our service reliability and the quality of our customer support.
Should you wish to discuss this matter further or share additional feedback, we remain open to continuing the conversation.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience. We understand the level of frustration and inconvenience a prolonged service outage can cause, particularly when it affects your ability to work and study. The situation you described clearly did not meet the level of service or support we strive to provide.
Your feedback regarding the communication breakdown, unmet expectations, and escalation process has been noted in detail. While certain incidents — such as those involving third-party infrastructure or municipal work — can fall outside of our direct control, how we respond and support our clients during these events is fully within our responsibility.
We are continuously working to strengthen our systems, training, and communication channels to ensure that escalations are handled more effectively, promises are followed through, and customers feel heard every step of the way.
We regret that your experience did not reflect the standards we are committed to upholding. Your insights will be shared internally as part of our ongoing efforts to improve both our service reliability and the quality of our customer support.
Should you wish to discuss this matter further or share additional feedback, we remain open to continuing the conversation.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations
Thank you for finally acknowledging what I’ve been saying from the start — that the service I received was unacceptable and the handling of the outage left much to be desired.
While I understand that some issues fall outside of your direct control, the way you respond to paying customers during those times is 100% within your control — and that’s exactly where things fell apart.
Between delayed responses, false updates, broken promises, and the premature closing of tickets while I was still offline, it felt less like customer support and more like a guessing game.
It should never take multiple escalations, public complaints, and an ICASA filing just to get basic acknowledgment. That’s not customer service — that’s crisis management after being publicly called out.
That said, I do appreciate that you're finally recognizing the failure and that the feedback will be shared internally. I truly hope this leads to actual improvements, not just another "we'll look into it" statement.
At this point, I’m moving on, but I remain deeply disappointed with how this was handled. I’ll be watching closely to see whether this is just talk — or the start of actual change. Regards,
Rudolph Nel
Thank you for finally acknowledging what I’ve been saying from the start — that the service I received was unacceptable and the handling of the outage left much to be desired.
While I understand that some issues fall outside of your direct control, the way you respond to paying customers during those times is 100% within your control — and that’s exactly where things fell apart.
Between delayed responses, false updates, broken promises, and the premature closing of tickets while I was still offline, it felt less like customer support and more like a guessing game.
It should never take multiple escalations, public complaints, and an ICASA filing just to get basic acknowledgment. That’s not customer service — that’s crisis management after being publicly called out.
That said, I do appreciate that you're finally recognizing the failure and that the feedback will be shared internally. I truly hope this leads to actual improvements, not just another "we'll look into it" statement.
At this point, I’m moving on, but I remain deeply disappointed with how this was handled. I’ll be watching closely to see whether this is just talk — or the start of actual change. Regards,
Rudolph Nel