RP
Ronel P
1 reviews | Active since Aug 2020
30 Mar 2026, 16:19
Extremely poor customer service
I have been trying unsuccessfully since Saturday morning to get my fibre connection up. I have sent What'sApps, IG messages, emails and even requested call-back (with and without Sue's help). I was able to talk to someone (I think the receptionist), but all she does is put me back in one of the call queues. I don't know how much time I have spent waiting in the queue only for the call to be dropped by Sue after she decides I have waited long enough. What must I do to get someone (an actual person) to respond to my request and to restore my service. BTW the service went down after the technicians worked in the complex on Saturday so I am 100% they are the cause of the outage. I was there was a 0 star rating option.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
30 Mar 2026, 17:03Dear Ronel,
Thank you for sharing the detail of your experience and for highlighting the difficulty you have faced in trying to obtain assistance.
We understand how disruptive it is to remain without service while also experiencing repeated challenges reaching support through multiple channels. Your feedback regarding the timing of the outage following work carried out in the complex has been noted, and the matter has been escalated for urgent technical review.
The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible.
We appreciate you bringing this to our attention and providing the context around the recent technical activity in the area.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the detail of your experience and for highlighting the difficulty you have faced in trying to obtain assistance.
We understand how disruptive it is to remain without service while also experiencing repeated challenges reaching support through multiple channels. Your feedback regarding the timing of the outage following work carried out in the complex has been noted, and the matter has been escalated for urgent technical review.
The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible.
We appreciate you bringing this to our attention and providing the context around the recent technical activity in the area.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 Mar 2026, 17:03
Official
Dear Ronel,
Thank you for sharing the detail of your experience and for highlighting the difficulty you have faced in trying to obtain assistance.
We understand how disruptive it is to remain without service while also experiencing repeated challenges reaching support through multiple channels. Your feedback regarding the timing of the outage following work carried out in the complex has been noted, and the matter has been escalated for urgent technical review.
The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible.
We appreciate you bringing this to our attention and providing the context around the recent technical activity in the area.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the detail of your experience and for highlighting the difficulty you have faced in trying to obtain assistance.
We understand how disruptive it is to remain without service while also experiencing repeated challenges reaching support through multiple channels. Your feedback regarding the timing of the outage following work carried out in the complex has been noted, and the matter has been escalated for urgent technical review.
The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible.
We appreciate you bringing this to our attention and providing the context around the recent technical activity in the area.
Best regards,
Marilize
MetroFibre Complaints & Escalations
RP
Ronel P's updateReviewer Update
31 Mar 2026, 10:00It is impressive that you responded to a complaint on Hello Peter within minutes. Other than a mail confirming the ticket has been assigned to an external contractor. no-one has contacted me from Metrofibre or any external contractor to resolve my issue. I have now been without service for about 72 hours and I am 100% convinced that Metorfibre will not give me a discount at the end of the month for not providing the service.
RP
Ronel P's update31 Mar 2026, 10:00
Reviewer Update
It is impressive that you responded to a complaint on Hello Peter within minutes. Other than a mail confirming the ticket has been assigned to an external contractor. no-one has contacted me from Metrofibre or any external contractor to resolve my issue. I have now been without service for about 72 hours and I am 100% convinced that Metorfibre will not give me a discount at the end of the month for not providing the service.
RP
Ronel P's updateReviewer Update
01 Apr 2026, 08:27I have now been without service for almost 4 days. You said in your response " The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible. ". Clearly this does not receive priority or it proves how utterly *********** you are at providing a service.
RP
Ronel P's update01 Apr 2026, 08:27
Reviewer Update
I have now been without service for almost 4 days. You said in your response " The service interruption and your support experience have both been flagged for priority attention so that the relevant teams can investigate the outage and work toward restoring your connection as quickly as possible. ". Clearly this does not receive priority or it proves how utterly *********** you are at providing a service.