1 reviews | Active since Jan 2011
Faulty ONT AGAIN and NO feedback from Metrofibre ater 3 days!
I am currently experiencing intermittent fibre outages which I have clearly isolated to the ONT device. The PON light remains stable and LOS is off, but the LAN light drops completely during the outage, indicating a physical link failure on the ONT.
I have replaced cables, tested multiple routers, and performed firmware updates — the issue persists regardless of equipment used, confirming this is not on my side.
This is particularly frustrating as the ONT was already replaced about 3 months ago due to a known faulty batch. At that time, it took 8 days to resolve. I have now logged this fault again and it has already been 3 days with no feedback or progress.
Given that the ONT is clearly failing again, I expect this to be escalated urgently and replaced without unnecessary troubleshooting delays.
Thank you for sharing the detailed information regarding the intermittent connectivity issues you are experiencing.
We acknowledge the challenges outlined and understand the impact this is having on your service. Your fault has been escalated for urgent review, with a request for focused attention on the ONT device to restore stable connectivity as quickly as possible. The technical team has been made aware of the urgency and will prioritise the replacement and resolution without unnecessary delays.
We appreciate you providing detailed troubleshooting information, as this helps the team address the matter efficiently.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the detailed information regarding the intermittent connectivity issues you are experiencing.
We acknowledge the challenges outlined and understand the impact this is having on your service. Your fault has been escalated for urgent review, with a request for focused attention on the ONT device to restore stable connectivity as quickly as possible. The technical team has been made aware of the urgency and will prioritise the replacement and resolution without unnecessary delays.
We appreciate you providing detailed troubleshooting information, as this helps the team address the matter efficiently.
Best regards,
Marilize
MetroFibre Complaints & Escalations