ZB
Zaahid B
1 reviews | Active since Jun 2016
08 Apr 2026, 09:12
Extremely Poor Service
Extremely Poor Service. No internet since Saturday, 4 April 2026. I called and logged a ticket. CS said the ont isn't reachable, so he said a contractor will come investigate. The contractor came out Yesterday. he spent 2.5 hours and left without it working. He also installed a Nokia G ont, which does not have wifi and only 1x LAN port. As a MetroFiber direct customer, I was provided an all-in-one Wi-Fi + ont router, now I was left without wifi and internet,
And worst of all is the lack of customer support from Metrofiber, the ticket was closed without confirming services were active, and no one answers the phone, emails, or responds to the ticket. Extremely poor consding this is a service we pay for.
Helpful (0)
Replies (6)0
Replies (6)
MetroFibre Networx's replyOfficial
08 Apr 2026, 09:16Dear Zaahid Bayat
Thank you for your message and for detailing your recent experience.
We acknowledge the inconvenience caused by the prolonged service interruption and the outcome of the technician visit. The situation you’ve described, including the installation of equipment that does not meet your service requirements and the closure of your ticket without confirmation of restoration, is not in line with the level of service we aim to provide.
Your case is being treated with urgency and has been escalated to the relevant technical and support teams for immediate attention. A thorough review will be conducted to address the equipment issue, restore your connectivity, and ensure that the correct solution is provided in line with your original service setup.
We also recognize the frustration caused by the lack of communication and will be addressing this internally to prevent a recurrence.
You will be contacted shortly with an update on the progress and resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your message and for detailing your recent experience.
We acknowledge the inconvenience caused by the prolonged service interruption and the outcome of the technician visit. The situation you’ve described, including the installation of equipment that does not meet your service requirements and the closure of your ticket without confirmation of restoration, is not in line with the level of service we aim to provide.
Your case is being treated with urgency and has been escalated to the relevant technical and support teams for immediate attention. A thorough review will be conducted to address the equipment issue, restore your connectivity, and ensure that the correct solution is provided in line with your original service setup.
We also recognize the frustration caused by the lack of communication and will be addressing this internally to prevent a recurrence.
You will be contacted shortly with an update on the progress and resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply08 Apr 2026, 09:16
Official
Dear Zaahid Bayat
Thank you for your message and for detailing your recent experience.
We acknowledge the inconvenience caused by the prolonged service interruption and the outcome of the technician visit. The situation you’ve described, including the installation of equipment that does not meet your service requirements and the closure of your ticket without confirmation of restoration, is not in line with the level of service we aim to provide.
Your case is being treated with urgency and has been escalated to the relevant technical and support teams for immediate attention. A thorough review will be conducted to address the equipment issue, restore your connectivity, and ensure that the correct solution is provided in line with your original service setup.
We also recognize the frustration caused by the lack of communication and will be addressing this internally to prevent a recurrence.
You will be contacted shortly with an update on the progress and resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your message and for detailing your recent experience.
We acknowledge the inconvenience caused by the prolonged service interruption and the outcome of the technician visit. The situation you’ve described, including the installation of equipment that does not meet your service requirements and the closure of your ticket without confirmation of restoration, is not in line with the level of service we aim to provide.
Your case is being treated with urgency and has been escalated to the relevant technical and support teams for immediate attention. A thorough review will be conducted to address the equipment issue, restore your connectivity, and ensure that the correct solution is provided in line with your original service setup.
We also recognize the frustration caused by the lack of communication and will be addressing this internally to prevent a recurrence.
You will be contacted shortly with an update on the progress and resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
ZB
Zaahid B's updateReviewer Update
08 Apr 2026, 10:22The contractor is scheduled to arrive at 15:00 today. Let's see what happens.
ZB
Zaahid B's update08 Apr 2026, 10:22
Reviewer Update
The contractor is scheduled to arrive at 15:00 today. Let's see what happens.
MetroFibre Networx's replyOfficial
08 Apr 2026, 10:26Thank you.
MetroFibre Networx's reply08 Apr 2026, 10:26
Official
Thank you.
ZB
Zaahid B's updateReviewer Update
08 Apr 2026, 17:00Good day,
Dylan came through and sorted it out. Kindly advise Dylan that I appreciate his assistance in getting this sorted. He installed the correct router and made sure it worked before leaving.
Metrofiber, the fibre service is good and works well, I am a member since 2022, and this is the only major issue I have had. I hope that you can fix the customer service aspect, as currently, that is letting you down
Dylan came through and sorted it out. Kindly advise Dylan that I appreciate his assistance in getting this sorted. He installed the correct router and made sure it worked before leaving.
Metrofiber, the fibre service is good and works well, I am a member since 2022, and this is the only major issue I have had. I hope that you can fix the customer service aspect, as currently, that is letting you down
ZB
Zaahid B's update08 Apr 2026, 17:00
Reviewer Update
Good day,
Dylan came through and sorted it out. Kindly advise Dylan that I appreciate his assistance in getting this sorted. He installed the correct router and made sure it worked before leaving.
Metrofiber, the fibre service is good and works well, I am a member since 2022, and this is the only major issue I have had. I hope that you can fix the customer service aspect, as currently, that is letting you down
Dylan came through and sorted it out. Kindly advise Dylan that I appreciate his assistance in getting this sorted. He installed the correct router and made sure it worked before leaving.
Metrofiber, the fibre service is good and works well, I am a member since 2022, and this is the only major issue I have had. I hope that you can fix the customer service aspect, as currently, that is letting you down
MetroFibre Networx's replyOfficial
08 Apr 2026, 17:31Good day,Thank you for letting us know, and we’re glad to hear that Dylan was able to assist and resolve the issue for you.We will be sure to pass your message of appreciation on to Dylan.Thank you as well for your valuable feedback regarding our customer service — it is truly appreciated and will be used to help improve our service going forward.
MetroFibre Networx's reply08 Apr 2026, 17:31
Official
Good day,Thank you for letting us know, and we’re glad to hear that Dylan was able to assist and resolve the issue for you.We will be sure to pass your message of appreciation on to Dylan.Thank you as well for your valuable feedback regarding our customer service — it is truly appreciated and will be used to help improve our service going forward.
ZB
Zaahid B's updateReviewer Update
09 Apr 2026, 12:28Please contact me, I have an open ticket *** that I am still waiting for communication from Metrofibre
ZB
Zaahid B's update09 Apr 2026, 12:28
Reviewer Update
Please contact me, I have an open ticket *** that I am still waiting for communication from Metrofibre