1 reviews | Active since Sept 2020
EXTREMELY POOR CUSTOMER SERVICE
Hi Metro Fibre Support Team,I’m writing to formally complain about the recurring network issues I’ve been experiencing.This is not the first, second, or third time this has happened. Every time I try to contact support on the provided line, I’m stuck on an automated service for nearly 30 minutes with no option to speak to an actual person who can check and assist with the problem. The only option that connects quickly is sales — which seems focused on new customers, not existing ones.I honestly don’t see the value for money anymore. I work from home, and these repeated disruptions are seriously affecting my work. It’s irritating and honestly making me regret my subscription. If this continues, I don’t think I’ll serve out my one-month notice.I need a real person to assist and investigate the root cause of this issue, not another automated response.Please treat this as urgent and get back to me with a proper resolution and timeline.
Thank you for your detailed feedback and for outlining the ongoing challenges you have been experiencing with the service and support channels.
Your concerns regarding repeated connectivity interruptions, difficulty reaching a live support agent, and the impact this has had on your ability to work from home have been noted with urgency.
We acknowledge the frustration caused by the reliance on automated support pathways and the delays experienced when attempting to reach technical assistance. This is not aligned with the level of service expected, especially for an active service-related fault affecting daily productivity.
Please be advised that your complaint has been escalated to our technical and service resolution teams for immediate attention. A dedicated investigation will be conducted into the recurring connectivity issues, and your case will be reviewed as a priority to determine the root cause and appropriate corrective action.
We appreciate your patience while this matter is being addressed with urgency.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your detailed feedback and for outlining the ongoing challenges you have been experiencing with the service and support channels.
Your concerns regarding repeated connectivity interruptions, difficulty reaching a live support agent, and the impact this has had on your ability to work from home have been noted with urgency.
We acknowledge the frustration caused by the reliance on automated support pathways and the delays experienced when attempting to reach technical assistance. This is not aligned with the level of service expected, especially for an active service-related fault affecting daily productivity.
Please be advised that your complaint has been escalated to our technical and service resolution teams for immediate attention. A dedicated investigation will be conducted into the recurring connectivity issues, and your case will be reviewed as a priority to determine the root cause and appropriate corrective action.
We appreciate your patience while this matter is being addressed with urgency.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations