1 reviews | Active since Jun 2026
Extremely Poor Customer Support and Failing Support Channels
My experience with MetroFibre’s customer support has been extremely disappointing and concerning.
Their PABX system uses an automated chatbot/voice system that does not appear capable of resolving actual customer queries. When requesting to be transferred to a human agent, the outcome is often a lengthy waiting period, the call being disconnected before reaching an agent, or the call dropping during the conversation. In my experience, there are also no call-backs after these disconnections, which means the entire process has to be restarted from the beginning.
It is concerning that an information technology company appears not to have the necessary customer support infrastructure to properly support its own operations, or alternatively appears to be overwhelmed by the volume of customer queries.
On the occasions where I have managed to speak to someone, the person appeared to be at receptionist or call-logging level only. They were only able to log a call on the FTTH Digital Hub and could not meaningfully resolve the issue. I was also told that calls are logged via a WhatsApp group, which raises serious concerns about the structure and reliability of MetroFibre’s technical support process. It gives the impression that there is no effective escalation path or accessible in-house technical support available to customers.
MetroFibre’s WhatsApp Business account on *** is also an automated portal and, in my experience, does not function properly. It reaches a point where it becomes unresponsive. Support emails also go unanswered. In addition, the application sends one-time passwords so slowly that it becomes difficult or impossible to access the customer portal.
I currently have an open query, reference ***, which was logged today and again highlights all of the above concerns. These are not isolated issues, as this has been my previous experience as well. I will see how long it takes MetroFibre to resolve the current internet issue, but the entire process has already been unpleasant and frustrating.
My concern is that this complaint will fall on deaf ears. It seems likely that the immediate internet issue may eventually be addressed, but that the wider concerns regarding MetroFibre’s customer support, escalation process, communication failures, and technical support infrastructure will simply fall off the wagon. There appears to be no senior person taking ownership of these recurring concerns.
All of this is extremely concerning for any existing customer, and it should be equally concerning for potential customers and MetroFibre’s executives. Reliable customer care and technical support are essential for an internet service provider, yet MetroFibre’s support channels appear to be inefficient, unreliable, and unable to resolve customer issues properly.
I sincerely hope that someone at executive level sees these concerns, because this definitely impacts MetroFibre’s business, customer retention, and public reputation.
At this stage, cancellation of the service seems like the best option due to the abysmal level of customer service. Based on my experience, these issues appear to be ongoing and form part of how MetroFibre operates when it comes to technical support and customer care.
Potential customers should seriously consider alternative service providers before signing up.
A standard response saying that MetroFibre apologises, appreciates my patience, is monitoring the matter, or has a team attending to the fault will not address the actual concerns raised.
I would appreciate a proper response that deals with the substance of the complaint, not only a template acknowledgement or a narrow update on the technical fault. However, based on my experience so far, that may unfortunately be wishful thinking.
A standard response saying that MetroFibre apologises, appreciates my patience, is monitoring the matter, or has a team attending to the fault will not address the actual concerns raised.
I would appreciate a proper response that deals with the substance of the complaint, not only a template acknowledgement or a narrow update on the technical fault. However, based on my experience so far, that may unfortunately be wishful thinking.
Thank you for taking the time to share your detailed feedback with us.
Please note that your concerns regarding the recurring issues and overall support experience have been noted and are being taken into serious consideration. We understand the frustration this has caused, and your feedback is important in helping us improve our services.
Kindly be advised that our WiFi/LAN Department is currently working on your query and will continue to investigate and address the issue.
We appreciate your feedback and thank you for your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for taking the time to share your detailed feedback with us.
Please note that your concerns regarding the recurring issues and overall support experience have been noted and are being taken into serious consideration. We understand the frustration this has caused, and your feedback is important in helping us improve our services.
Kindly be advised that our WiFi/LAN Department is currently working on your query and will continue to investigate and address the issue.
We appreciate your feedback and thank you for your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your response.
Unfortunately, this appears to be the exact generic complaint-handling template I was concerned about. While I note that the WiFi/LAN Department is apparently working on my query, the response does not address the substance of my complaint.
My complaint is not only about the current technical fault. It is also about MetroFibre’s repeated customer support failures, including:
- the automated PABX/chatbot system not resolving queries;
- lengthy waiting periods when requesting a human agent;
- calls being disconnected before or during conversations;
- no call-backs after disconnections;
- WhatsApp support becoming unresponsive;
- support emails going unanswered;
- delayed OTPs preventing access to the portal;
- no clear senior escalation path; and
- no apparent accountability for recurring customer service failures.
Saying that my concerns have been “noted” and are being “taken into serious consideration” does not explain what will actually be done, by whom, or by when. I would appreciate a proper response that deals with both the technical issue and the broader customer support failures raised.
Thank you for your response.
Unfortunately, this appears to be the exact generic complaint-handling template I was concerned about. While I note that the WiFi/LAN Department is apparently working on my query, the response does not address the substance of my complaint.
My complaint is not only about the current technical fault. It is also about MetroFibre’s repeated customer support failures, including:
- the automated PABX/chatbot system not resolving queries;
- lengthy waiting periods when requesting a human agent;
- calls being disconnected before or during conversations;
- no call-backs after disconnections;
- WhatsApp support becoming unresponsive;
- support emails going unanswered;
- delayed OTPs preventing access to the portal;
- no clear senior escalation path; and
- no apparent accountability for recurring customer service failures.
Saying that my concerns have been “noted” and are being “taken into serious consideration” does not explain what will actually be done, by whom, or by when. I would appreciate a proper response that deals with both the technical issue and the broader customer support failures raised.
I can, however, provide an update on the technical matter. The connection appears to be working now, and I will continue to monitor it. I had to reconfigure the router with the assistance of Thabo, one of MetroFibre’s technical support agents.
I would like to specifically thank Thabo for his assistance. Once I was able to speak directly to a competent technical support agent telephonically, the matter became much easier to understand and resolve.
This does, however, clearly highlights the concern I raised previously: human interaction and proper technical customer support are still necessary. The issue was not effectively resolved through the AI bot, emails, automated support channels, or the earlier representatives I dealt with. A direct telephone conversation with the right technical support person was clearly the correct approach and made a significant difference.
While I appreciate that the technical matter appears to have been escalated and addressed, the broader operational issue remains unresolved. It appears that complaints on this platform are met with a generic complaint-handling template, after which the specific technical issue may be escalated. That is appreciated to the extent that the fault is eventually attended to, but it does not address the main concern.
The main concern is MetroFibre’s customer support structure, including ineffective automated channels, difficulty reaching competent human support, poor communication, no proper call-back process, and no clear indication that the broader operational failures are being taken seriously at a senior level.
The technical issue may now be resolved, but the customer support issue remains.
I can, however, provide an update on the technical matter. The connection appears to be working now, and I will continue to monitor it. I had to reconfigure the router with the assistance of Thabo, one of MetroFibre’s technical support agents.
I would like to specifically thank Thabo for his assistance. Once I was able to speak directly to a competent technical support agent telephonically, the matter became much easier to understand and resolve.
This does, however, clearly highlights the concern I raised previously: human interaction and proper technical customer support are still necessary. The issue was not effectively resolved through the AI bot, emails, automated support channels, or the earlier representatives I dealt with. A direct telephone conversation with the right technical support person was clearly the correct approach and made a significant difference.
While I appreciate that the technical matter appears to have been escalated and addressed, the broader operational issue remains unresolved. It appears that complaints on this platform are met with a generic complaint-handling template, after which the specific technical issue may be escalated. That is appreciated to the extent that the fault is eventually attended to, but it does not address the main concern.
The main concern is MetroFibre’s customer support structure, including ineffective automated channels, difficulty reaching competent human support, poor communication, no proper call-back process, and no clear indication that the broader operational failures are being taken seriously at a senior level.
The technical issue may now be resolved, but the customer support issue remains.