ZM
Zanele M
1 reviews | Active since Feb 2018
01 Dec 2025, 11:33
Extremely Disappointed – 4 Days Without internet services
I am extremely dissatisfied with MetroFibre’s service. I have been without internet for four days, and despite multiple emails, WhatsApp messages, and support tickets, no one has responded or provided any update.
I work from home and rely on a stable connection, and this prolonged outage has caused significant disruption to my work and income. The lack of communication and accountability from their support team is completely unacceptable.
If you need reliable internet and responsive support, I would strongly recommend looking elsewhere. MetroFibre has failed to deliver basic service and customer care.
Helpful (0)
Replies (8)0
Replies (8)
MetroFibre Networx's replyOfficial
01 Dec 2025, 11:38Hi Zanele
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by your internet outage and the lack of timely communication. We completely understand how disruptive this has been, especially when working from home.
Please be assured that we take your feedback seriously, and our team is actively investigating your issue to restore your service as quickly as possible. We will provide you with updates directly and ensure this matter is resolved without further delay.
Your patience is greatly appreciated, and we are committed to improving our service and communication moving forward.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by your internet outage and the lack of timely communication. We completely understand how disruptive this has been, especially when working from home.
Please be assured that we take your feedback seriously, and our team is actively investigating your issue to restore your service as quickly as possible. We will provide you with updates directly and ensure this matter is resolved without further delay.
Your patience is greatly appreciated, and we are committed to improving our service and communication moving forward.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply01 Dec 2025, 11:38
Official
Hi Zanele
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by your internet outage and the lack of timely communication. We completely understand how disruptive this has been, especially when working from home.
Please be assured that we take your feedback seriously, and our team is actively investigating your issue to restore your service as quickly as possible. We will provide you with updates directly and ensure this matter is resolved without further delay.
Your patience is greatly appreciated, and we are committed to improving our service and communication moving forward.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by your internet outage and the lack of timely communication. We completely understand how disruptive this has been, especially when working from home.
Please be assured that we take your feedback seriously, and our team is actively investigating your issue to restore your service as quickly as possible. We will provide you with updates directly and ensure this matter is resolved without further delay.
Your patience is greatly appreciated, and we are committed to improving our service and communication moving forward.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
ZM
Zanele M's updateReviewer Update
01 Dec 2025, 11:45Thank you for your response, but I find it extremely frustrating that this is the first time I’ve received any acknowledgment of my issue. Over the past four days, I have sent multiple emails, WhatsApp messages, and support tickets—all ignored. I even called your support line, had to hold for 30 minutes, and then got cut off, which is at my expense. This is absolutely appalling customer service.
It is disappointing that I had to take to HelloPeter to get any attention. I expect immediate action to restore my service and a real improvement in your communication so that other customers don’t face the same unacceptable experience.
It is disappointing that I had to take to HelloPeter to get any attention. I expect immediate action to restore my service and a real improvement in your communication so that other customers don’t face the same unacceptable experience.
ZM
Zanele M's update01 Dec 2025, 11:45
Reviewer Update
Thank you for your response, but I find it extremely frustrating that this is the first time I’ve received any acknowledgment of my issue. Over the past four days, I have sent multiple emails, WhatsApp messages, and support tickets—all ignored. I even called your support line, had to hold for 30 minutes, and then got cut off, which is at my expense. This is absolutely appalling customer service.
It is disappointing that I had to take to HelloPeter to get any attention. I expect immediate action to restore my service and a real improvement in your communication so that other customers don’t face the same unacceptable experience.
It is disappointing that I had to take to HelloPeter to get any attention. I expect immediate action to restore my service and a real improvement in your communication so that other customers don’t face the same unacceptable experience.
MetroFibre Networx's replyOfficial
01 Dec 2025, 12:54Good day Zanele
Thank you for taking my call earlier and for your candid feedback. We sincerely apologize for the poor experience you’ve had over the past few days, and we fully understand your frustration. The delays in acknowledging your issue and the lack of timely communication are unacceptable, and we regret the disruption this has caused to your work.
Please note that this matter has been escalated to Vumatel as there is a red light on your ONT box. We will continue to follow up with them for feedback and keep you updated on the progress until your service is fully restored.We are also reviewing our internal communication processes to ensure that situations like this are handled more efficiently in the future, so that our customers are kept informed at every stage.
We truly appreciate your patience and will provide you with a detailed update on the status and expected resolution timeframe as soon as possible. Your service is our top priority, and we are committed to resolving this promptly.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for taking my call earlier and for your candid feedback. We sincerely apologize for the poor experience you’ve had over the past few days, and we fully understand your frustration. The delays in acknowledging your issue and the lack of timely communication are unacceptable, and we regret the disruption this has caused to your work.
Please note that this matter has been escalated to Vumatel as there is a red light on your ONT box. We will continue to follow up with them for feedback and keep you updated on the progress until your service is fully restored.We are also reviewing our internal communication processes to ensure that situations like this are handled more efficiently in the future, so that our customers are kept informed at every stage.
We truly appreciate your patience and will provide you with a detailed update on the status and expected resolution timeframe as soon as possible. Your service is our top priority, and we are committed to resolving this promptly.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply01 Dec 2025, 12:54
Official
Good day Zanele
Thank you for taking my call earlier and for your candid feedback. We sincerely apologize for the poor experience you’ve had over the past few days, and we fully understand your frustration. The delays in acknowledging your issue and the lack of timely communication are unacceptable, and we regret the disruption this has caused to your work.
Please note that this matter has been escalated to Vumatel as there is a red light on your ONT box. We will continue to follow up with them for feedback and keep you updated on the progress until your service is fully restored.We are also reviewing our internal communication processes to ensure that situations like this are handled more efficiently in the future, so that our customers are kept informed at every stage.
We truly appreciate your patience and will provide you with a detailed update on the status and expected resolution timeframe as soon as possible. Your service is our top priority, and we are committed to resolving this promptly.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for taking my call earlier and for your candid feedback. We sincerely apologize for the poor experience you’ve had over the past few days, and we fully understand your frustration. The delays in acknowledging your issue and the lack of timely communication are unacceptable, and we regret the disruption this has caused to your work.
Please note that this matter has been escalated to Vumatel as there is a red light on your ONT box. We will continue to follow up with them for feedback and keep you updated on the progress until your service is fully restored.We are also reviewing our internal communication processes to ensure that situations like this are handled more efficiently in the future, so that our customers are kept informed at every stage.
We truly appreciate your patience and will provide you with a detailed update on the status and expected resolution timeframe as soon as possible. Your service is our top priority, and we are committed to resolving this promptly.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
ZM
Zanele M's updateReviewer Update
01 Dec 2025, 15:20It seems like I am going to enter the fifth day without any internet service. It is already around 3 PM, and I have still not been assisted by a technician. I have lost four days of work, and this situation is extremely frustrating.
I need immediate action to restore my service. If this cannot be resolved promptly, I will have no choice but to consider switching to a more reliable provider.
I need immediate action to restore my service. If this cannot be resolved promptly, I will have no choice but to consider switching to a more reliable provider.
ZM
Zanele M's update01 Dec 2025, 15:20
Reviewer Update
It seems like I am going to enter the fifth day without any internet service. It is already around 3 PM, and I have still not been assisted by a technician. I have lost four days of work, and this situation is extremely frustrating.
I need immediate action to restore my service. If this cannot be resolved promptly, I will have no choice but to consider switching to a more reliable provider.
I need immediate action to restore my service. If this cannot be resolved promptly, I will have no choice but to consider switching to a more reliable provider.
MetroFibre Networx's replyOfficial
01 Dec 2025, 15:42Dear Zanele
Thank you for reaching out and sharing your concerns. We sincerely apologise for the inconvenience this service disruption has caused and understand how frustrating this must be, especially given the impact on your work.
Please note that we have escalated this matter to Vumatel, as the issue falls under their network responsibility. Vumatel has been made aware of your case, and we have formally requested their urgent assistance. As soon as we receive feedback or an update from them, we will immediately inform you.
We truly appreciate your patience while we work with Vumatel to restore your service as quickly as possible. We understand the importance of reliable internet and are doing everything we can to expedite a resolution.
Thank you for your understanding.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for reaching out and sharing your concerns. We sincerely apologise for the inconvenience this service disruption has caused and understand how frustrating this must be, especially given the impact on your work.
Please note that we have escalated this matter to Vumatel, as the issue falls under their network responsibility. Vumatel has been made aware of your case, and we have formally requested their urgent assistance. As soon as we receive feedback or an update from them, we will immediately inform you.
We truly appreciate your patience while we work with Vumatel to restore your service as quickly as possible. We understand the importance of reliable internet and are doing everything we can to expedite a resolution.
Thank you for your understanding.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply01 Dec 2025, 15:42
Official
Dear Zanele
Thank you for reaching out and sharing your concerns. We sincerely apologise for the inconvenience this service disruption has caused and understand how frustrating this must be, especially given the impact on your work.
Please note that we have escalated this matter to Vumatel, as the issue falls under their network responsibility. Vumatel has been made aware of your case, and we have formally requested their urgent assistance. As soon as we receive feedback or an update from them, we will immediately inform you.
We truly appreciate your patience while we work with Vumatel to restore your service as quickly as possible. We understand the importance of reliable internet and are doing everything we can to expedite a resolution.
Thank you for your understanding.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for reaching out and sharing your concerns. We sincerely apologise for the inconvenience this service disruption has caused and understand how frustrating this must be, especially given the impact on your work.
Please note that we have escalated this matter to Vumatel, as the issue falls under their network responsibility. Vumatel has been made aware of your case, and we have formally requested their urgent assistance. As soon as we receive feedback or an update from them, we will immediately inform you.
We truly appreciate your patience while we work with Vumatel to restore your service as quickly as possible. We understand the importance of reliable internet and are doing everything we can to expedite a resolution.
Thank you for your understanding.
Kind regards
Phindile Msokwini
MetroFibre Complaints & Escalations Team
ZM
Zanele M's updateReviewer Update
02 Dec 2025, 08:29Thank you for your response, but I must be very clear: I am now on Day 5 with no internet and still no contact from a Vumatel technician. Repeatedly telling me that the issue has been escalated means nothing without action. I need results, not ongoing apologies and generic updates.
This situation has become unacceptable and shows a complete lack of urgency from both MetroFibre and Vumatel. I have lost multiple days of work and income, and neither party has provided a concrete timeline or any meaningful communication.
I am now demanding:
• A confirmed technician appointment, with a date and time.
• A clear and committed timeframe for full restoration of my service.
If this is not provided immediately, I will proceed with a formal complaint to ICASA and begin the process of switching to a more reliable provider. This level of service failure is inexcusable, and I will not continue tolerating empty reassurances.
This situation has become unacceptable and shows a complete lack of urgency from both MetroFibre and Vumatel. I have lost multiple days of work and income, and neither party has provided a concrete timeline or any meaningful communication.
I am now demanding:
• A confirmed technician appointment, with a date and time.
• A clear and committed timeframe for full restoration of my service.
If this is not provided immediately, I will proceed with a formal complaint to ICASA and begin the process of switching to a more reliable provider. This level of service failure is inexcusable, and I will not continue tolerating empty reassurances.
ZM
Zanele M's update02 Dec 2025, 08:29
Reviewer Update
Thank you for your response, but I must be very clear: I am now on Day 5 with no internet and still no contact from a Vumatel technician. Repeatedly telling me that the issue has been escalated means nothing without action. I need results, not ongoing apologies and generic updates.
This situation has become unacceptable and shows a complete lack of urgency from both MetroFibre and Vumatel. I have lost multiple days of work and income, and neither party has provided a concrete timeline or any meaningful communication.
I am now demanding:
• A confirmed technician appointment, with a date and time.
• A clear and committed timeframe for full restoration of my service.
If this is not provided immediately, I will proceed with a formal complaint to ICASA and begin the process of switching to a more reliable provider. This level of service failure is inexcusable, and I will not continue tolerating empty reassurances.
This situation has become unacceptable and shows a complete lack of urgency from both MetroFibre and Vumatel. I have lost multiple days of work and income, and neither party has provided a concrete timeline or any meaningful communication.
I am now demanding:
• A confirmed technician appointment, with a date and time.
• A clear and committed timeframe for full restoration of my service.
If this is not provided immediately, I will proceed with a formal complaint to ICASA and begin the process of switching to a more reliable provider. This level of service failure is inexcusable, and I will not continue tolerating empty reassurances.
MetroFibre Networx's replyOfficial
02 Dec 2025, 09:01Good Day Zanele
We have requested Vumatel to assist with your demands. We will provide you with feedback as soon as we have received it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have requested Vumatel to assist with your demands. We will provide you with feedback as soon as we have received it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply02 Dec 2025, 09:01
Official
Good Day Zanele
We have requested Vumatel to assist with your demands. We will provide you with feedback as soon as we have received it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We have requested Vumatel to assist with your demands. We will provide you with feedback as soon as we have received it.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
ZM
Zanele M's updateReviewer Update
02 Dec 2025, 09:14Thank you for the response, but this is the same feedback I’ve been receiving for days with no actual progress. Simply saying you’ve “requested Vumatel to assist” does not resolve the fact that I am still sitting without internet on Day 5 and have still not been contacted by a technician.
At this point, I need specific, actionable information, not repeated statements:
When did you escalate to Vumatel?
Who is handling the case on their side?
When will a technician be dispatched?
What is the current status of the fault?
I expect clear answers and a confirmed timeline.
“Waiting for feedback” is not acceptable anymore.
If this continues with no real update or progress, I will move forward with a formal complaint to ICASA.
At this point, I need specific, actionable information, not repeated statements:
When did you escalate to Vumatel?
Who is handling the case on their side?
When will a technician be dispatched?
What is the current status of the fault?
I expect clear answers and a confirmed timeline.
“Waiting for feedback” is not acceptable anymore.
If this continues with no real update or progress, I will move forward with a formal complaint to ICASA.
ZM
Zanele M's update02 Dec 2025, 09:14
Reviewer Update
Thank you for the response, but this is the same feedback I’ve been receiving for days with no actual progress. Simply saying you’ve “requested Vumatel to assist” does not resolve the fact that I am still sitting without internet on Day 5 and have still not been contacted by a technician.
At this point, I need specific, actionable information, not repeated statements:
When did you escalate to Vumatel?
Who is handling the case on their side?
When will a technician be dispatched?
What is the current status of the fault?
I expect clear answers and a confirmed timeline.
“Waiting for feedback” is not acceptable anymore.
If this continues with no real update or progress, I will move forward with a formal complaint to ICASA.
At this point, I need specific, actionable information, not repeated statements:
When did you escalate to Vumatel?
Who is handling the case on their side?
When will a technician be dispatched?
What is the current status of the fault?
I expect clear answers and a confirmed timeline.
“Waiting for feedback” is not acceptable anymore.
If this continues with no real update or progress, I will move forward with a formal complaint to ICASA.