KT
Kgalaletso T
1 reviews | Active since Mar 2017
26 Mar 2026, 11:01
Fedup with your lack of customer consideration
Dear Sir/Madam,
I make it a point to consistently purchase my prepaid internet services timeously to avoid any disruptions to both my professional and personal commitments. However, the level of service I am currently receiving from Metro Connect and Metro Fibre is completely unacceptable.
While customers are often expected to be understanding when outages occur due to circumstances such as municipal cable damage—without any form of compensation—the current situation is far more concerning.
I paid for my monthly internet service on 22 March, with a confirmed payment of R440 made on 24 March for a full 30-day service period. Despite this, my service has been disconnected as of today, 26 March. Upon logging into the newly upgraded portal, I am incorrectly prompted to purchase services again, as my account reflects that I have no active services.
I have been attempting to resolve this matter since 07:00 today and have received no meaningful assistance. A complaint has already been logged, yet I have been informed that “everything is fine,” which is clearly not the case as my service remains inactive.
This situation reflects a serious lack of customer service and accountability. Immediate action is required to:
Restore my internet service without further delay. Provide a clear explanation for the disconnection despite valid payment. Advise on compensation for the 11+ hours of lost service.
I expect urgent resolution and feedback on this matter.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
26 Mar 2026, 11:20Dear Kgalaletso,
Thank you for providing detailed information regarding the disruption to your service and the challenges you have experienced.
Your account activity and the reported disconnection have been escalated urgently to the relevant technical and account management teams for review. The escalation includes restoring your internet service and providing clarity on the status of your account and the service prompt on the upgraded portal.
Your feedback regarding the impact on your professional and personal commitments has been noted, and the matter is being prioritised to ensure that service is restored efficiently and that the circumstances are fully assessed.
We appreciate your patience while the relevant teams review your case, and we will provide feedback on the progress as soon as it becomes available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for providing detailed information regarding the disruption to your service and the challenges you have experienced.
Your account activity and the reported disconnection have been escalated urgently to the relevant technical and account management teams for review. The escalation includes restoring your internet service and providing clarity on the status of your account and the service prompt on the upgraded portal.
Your feedback regarding the impact on your professional and personal commitments has been noted, and the matter is being prioritised to ensure that service is restored efficiently and that the circumstances are fully assessed.
We appreciate your patience while the relevant teams review your case, and we will provide feedback on the progress as soon as it becomes available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Mar 2026, 11:20
Official
Dear Kgalaletso,
Thank you for providing detailed information regarding the disruption to your service and the challenges you have experienced.
Your account activity and the reported disconnection have been escalated urgently to the relevant technical and account management teams for review. The escalation includes restoring your internet service and providing clarity on the status of your account and the service prompt on the upgraded portal.
Your feedback regarding the impact on your professional and personal commitments has been noted, and the matter is being prioritised to ensure that service is restored efficiently and that the circumstances are fully assessed.
We appreciate your patience while the relevant teams review your case, and we will provide feedback on the progress as soon as it becomes available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for providing detailed information regarding the disruption to your service and the challenges you have experienced.
Your account activity and the reported disconnection have been escalated urgently to the relevant technical and account management teams for review. The escalation includes restoring your internet service and providing clarity on the status of your account and the service prompt on the upgraded portal.
Your feedback regarding the impact on your professional and personal commitments has been noted, and the matter is being prioritised to ensure that service is restored efficiently and that the circumstances are fully assessed.
We appreciate your patience while the relevant teams review your case, and we will provide feedback on the progress as soon as it becomes available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
KT
Kgalaletso T's updateReviewer Update
26 Mar 2026, 12:25Hi Marilize,
Thank you for getting back to me.
However, I must express my concern that customers are often required to escalate matters significantly just to be heard this is unacceptable. It is clear that a system upgrade or update was planned, yet no communication was shared with customers in advance.
It is disappointing that service providers are still unable to meet the basic expectation of managing customer communication. A simple notification advising that an update was taking place, the potential impact on services, and the expected turnaround time would have been sufficient and would have allowed me to plan my day accordingly.
As a hybrid worker, I rely heavily on stable internet access to perform my duties. This disruption has not only impacted my productivity but has also required me to spend a considerable amount of time attempting to reach support for clarity on the interruption.
While I appreciate that my query has now been attended to and that I have been temporarily reconnected while your technicians work on resolving the issue, the overall experience remains unfair—particularly for customers who may not have the same access to escalation channels or resources to have their concerns addressed.
I trust that this feedback will be taken seriously to improve communication and service delivery going forward.
KT
Kgalaletso T's update26 Mar 2026, 12:25
Reviewer Update
Hi Marilize,
Thank you for getting back to me.
However, I must express my concern that customers are often required to escalate matters significantly just to be heard this is unacceptable. It is clear that a system upgrade or update was planned, yet no communication was shared with customers in advance.
It is disappointing that service providers are still unable to meet the basic expectation of managing customer communication. A simple notification advising that an update was taking place, the potential impact on services, and the expected turnaround time would have been sufficient and would have allowed me to plan my day accordingly.
As a hybrid worker, I rely heavily on stable internet access to perform my duties. This disruption has not only impacted my productivity but has also required me to spend a considerable amount of time attempting to reach support for clarity on the interruption.
While I appreciate that my query has now been attended to and that I have been temporarily reconnected while your technicians work on resolving the issue, the overall experience remains unfair—particularly for customers who may not have the same access to escalation channels or resources to have their concerns addressed.
I trust that this feedback will be taken seriously to improve communication and service delivery going forward.
MetroFibre Networx's replyOfficial
26 Mar 2026, 15:46Dear Kgalaletso,
Thank you for your thoughtful feedback and for taking the time to clearly explain the impact this experience has had on you.
Your concerns regarding the lack of advance communication around the system changes, the difficulty in obtaining timely support, and the broader impact on your ability to work effectively have been noted and fully understood. We recognise how important clear communication is, particularly where service interruptions may affect customers who rely on connectivity for professional and personal commitments.
We also appreciate your acknowledgment that temporary reconnection has been provided while the technical teams continue working toward a full resolution. At the same time, we understand that the overall experience has been frustrating and that the effort required to obtain assistance has added to your dissatisfaction.
Please be assured that the feedback you have shared has been raised with the relevant management team, as it provides important insight into how customer communication and support responsiveness can be strengthened going forward.
Thank you again for your patience, your engagement, and for allowing us the opportunity to continue assisting while the matter is being addressed. We will remain in contact and provide further updates as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your thoughtful feedback and for taking the time to clearly explain the impact this experience has had on you.
Your concerns regarding the lack of advance communication around the system changes, the difficulty in obtaining timely support, and the broader impact on your ability to work effectively have been noted and fully understood. We recognise how important clear communication is, particularly where service interruptions may affect customers who rely on connectivity for professional and personal commitments.
We also appreciate your acknowledgment that temporary reconnection has been provided while the technical teams continue working toward a full resolution. At the same time, we understand that the overall experience has been frustrating and that the effort required to obtain assistance has added to your dissatisfaction.
Please be assured that the feedback you have shared has been raised with the relevant management team, as it provides important insight into how customer communication and support responsiveness can be strengthened going forward.
Thank you again for your patience, your engagement, and for allowing us the opportunity to continue assisting while the matter is being addressed. We will remain in contact and provide further updates as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Mar 2026, 15:46
Official
Dear Kgalaletso,
Thank you for your thoughtful feedback and for taking the time to clearly explain the impact this experience has had on you.
Your concerns regarding the lack of advance communication around the system changes, the difficulty in obtaining timely support, and the broader impact on your ability to work effectively have been noted and fully understood. We recognise how important clear communication is, particularly where service interruptions may affect customers who rely on connectivity for professional and personal commitments.
We also appreciate your acknowledgment that temporary reconnection has been provided while the technical teams continue working toward a full resolution. At the same time, we understand that the overall experience has been frustrating and that the effort required to obtain assistance has added to your dissatisfaction.
Please be assured that the feedback you have shared has been raised with the relevant management team, as it provides important insight into how customer communication and support responsiveness can be strengthened going forward.
Thank you again for your patience, your engagement, and for allowing us the opportunity to continue assisting while the matter is being addressed. We will remain in contact and provide further updates as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your thoughtful feedback and for taking the time to clearly explain the impact this experience has had on you.
Your concerns regarding the lack of advance communication around the system changes, the difficulty in obtaining timely support, and the broader impact on your ability to work effectively have been noted and fully understood. We recognise how important clear communication is, particularly where service interruptions may affect customers who rely on connectivity for professional and personal commitments.
We also appreciate your acknowledgment that temporary reconnection has been provided while the technical teams continue working toward a full resolution. At the same time, we understand that the overall experience has been frustrating and that the effort required to obtain assistance has added to your dissatisfaction.
Please be assured that the feedback you have shared has been raised with the relevant management team, as it provides important insight into how customer communication and support responsiveness can be strengthened going forward.
Thank you again for your patience, your engagement, and for allowing us the opportunity to continue assisting while the matter is being addressed. We will remain in contact and provide further updates as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations