Extremely Disappointed with MetroFibre and Cool Ideas

Extremely Disappointed with MetroFibre and Cool Ideas

MetroFibre has been one of the most frustrating and unreliable companies I’ve ever dealt with. Their service is consistently poor, and their lack of accountability affects not only customers but also other providers who rely on them, such as Cool Ideas.

Their finance and support departments are both disorganised and ***********. I’ve had multiple interactions with customer service agents who were dismissive and argumentative instead of trying to resolve my issue. The technicians who visit are unprofessional, and the “repairs” never last more than a few days before the same fault returns.

My connection went down on 3 November and, despite numerous calls and tickets logged through Cool Ideas, the issue has still not been properly resolved. The issue was "resolved" on Wednesday only for the issue to happen again on Saturday. Each time I contact support, I’m told to wait another 24 hours, or that the maintenance team is closed — often leaving me without internet for days at a time.

Being without service for almost a week has severely disrupted my studies and forced me to spend additional money on mobile data. Neither MetroFibre nor Cool Ideas offers compensation for these interruptions, even though we pay for a full month of service.

A company of this size should have weekend support for urgent faults and should prioritise existing customers instead of repeatedly offering poor excuses. At this point, I would not recommend MetroFibre or Cool Ideas to anyone. Their lack of professionalism, poor communication, and repeated service failures show they do not value their customers.