Extremely bad service from MetroFibre

I have been with MetroFibre and Afrihost for about 3 years now and I have always had a good experience in till about two weeks ago.

On the 10th of December we had loadshedding and my ONT (MetroFibre router) device was damaged as well as my own fibre router. I contacted Afrihost early in the morning and a call was logged with MetroFibre.

Long story short and about 20 calls to Afrihost later it took MetroFibre 6 days to replace my ONT device breaking their own SLA which stated 3 working days (72 hours) needless to say I was not happy at all taking this long to just replace a small square box that has been pre-configured is very poor service.

The MetroFibre technician showed me the WhatsApp he received, and he only received the notification on the 14th and he only came to my premisses on the 15th to replace the ONT device which took him about 15 min to do. Also just to add to this I was assured by Afrihost that the technician for Metrofibre would be on my premisses on the 13th but nothing happened.

So for a customer paying R900 a month for fibre to wait 6 days to get a simple thing like this replaced is very poor service. I must say I am very disappointed in MetroFibre's service.

If I had another choice in ISP I would change in a heartbeat because ISP's are freely available this is no longer a unique service and what sells it at the end of the day is the price and the aftersales service, you get. Unfortunately in my area we only have MetroFibre.