JB
John B
1 reviews | Active since Mar 2010
05 Dec 2023, 16:21
From hero to zero
From stable and reliable, this has become a very unreliable network with appalling turn-around time when it comes to fixing outages and little to no communication and they can never give an ETA for restoration of service. If we had an alternative fibre provider I would move to them in a heartbeat.
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Replies (2)
MetroFibre Networx's replyOfficial
05 Dec 2023, 16:53Dear John
I hope this message finds you well. We acknowledge your concerns regarding the service quality, and we appreciate your patience as we address the issues you've raised.
Please note that MetroFibre is your fibre infrastructure provider, responsible for the physical fibre link and the MetroFibre ONT (optical network terminal). However, Directel Communications is your designated Internet Service Provider (ISP), managing your internet connection and related services.
Upon our initial review, we can confirm that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT is online. This indicates that the infrastructure is functioning as expected.
To address the difficulties you're facing with your fibre connection, we recommend the following steps:
Reach out to Directel Communications, your ISP, for troubleshooting assistance. They have the tools and expertise to investigate and resolve connectivity issues on their end.
If your ISP is unable to resolve the issue, kindly request that they log a fault ticket on your behalf with MetroFibre. This will ensure a more streamlined and expedited resolution process.
We understand the importance of a stable and reliable network, and we are committed to working collaboratively with your ISP to address any underlying concerns. Additionally, we apologize for any communication lapses and the inconvenience caused by the recent outages.
Please feel free to reach out if you have any further questions or if there's anything specific you would like us to address. We appreciate your feedback, and we are dedicated to ensuring a satisfactory resolution for you.
Best Regards,
Marilize
I hope this message finds you well. We acknowledge your concerns regarding the service quality, and we appreciate your patience as we address the issues you've raised.
Please note that MetroFibre is your fibre infrastructure provider, responsible for the physical fibre link and the MetroFibre ONT (optical network terminal). However, Directel Communications is your designated Internet Service Provider (ISP), managing your internet connection and related services.
Upon our initial review, we can confirm that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT is online. This indicates that the infrastructure is functioning as expected.
To address the difficulties you're facing with your fibre connection, we recommend the following steps:
Reach out to Directel Communications, your ISP, for troubleshooting assistance. They have the tools and expertise to investigate and resolve connectivity issues on their end.
If your ISP is unable to resolve the issue, kindly request that they log a fault ticket on your behalf with MetroFibre. This will ensure a more streamlined and expedited resolution process.
We understand the importance of a stable and reliable network, and we are committed to working collaboratively with your ISP to address any underlying concerns. Additionally, we apologize for any communication lapses and the inconvenience caused by the recent outages.
Please feel free to reach out if you have any further questions or if there's anything specific you would like us to address. We appreciate your feedback, and we are dedicated to ensuring a satisfactory resolution for you.
Best Regards,
Marilize
MetroFibre Networx's reply05 Dec 2023, 16:53
Official
Dear John
I hope this message finds you well. We acknowledge your concerns regarding the service quality, and we appreciate your patience as we address the issues you've raised.
Please note that MetroFibre is your fibre infrastructure provider, responsible for the physical fibre link and the MetroFibre ONT (optical network terminal). However, Directel Communications is your designated Internet Service Provider (ISP), managing your internet connection and related services.
Upon our initial review, we can confirm that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT is online. This indicates that the infrastructure is functioning as expected.
To address the difficulties you're facing with your fibre connection, we recommend the following steps:
Reach out to Directel Communications, your ISP, for troubleshooting assistance. They have the tools and expertise to investigate and resolve connectivity issues on their end.
If your ISP is unable to resolve the issue, kindly request that they log a fault ticket on your behalf with MetroFibre. This will ensure a more streamlined and expedited resolution process.
We understand the importance of a stable and reliable network, and we are committed to working collaboratively with your ISP to address any underlying concerns. Additionally, we apologize for any communication lapses and the inconvenience caused by the recent outages.
Please feel free to reach out if you have any further questions or if there's anything specific you would like us to address. We appreciate your feedback, and we are dedicated to ensuring a satisfactory resolution for you.
Best Regards,
Marilize
I hope this message finds you well. We acknowledge your concerns regarding the service quality, and we appreciate your patience as we address the issues you've raised.
Please note that MetroFibre is your fibre infrastructure provider, responsible for the physical fibre link and the MetroFibre ONT (optical network terminal). However, Directel Communications is your designated Internet Service Provider (ISP), managing your internet connection and related services.
Upon our initial review, we can confirm that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT is online. This indicates that the infrastructure is functioning as expected.
To address the difficulties you're facing with your fibre connection, we recommend the following steps:
Reach out to Directel Communications, your ISP, for troubleshooting assistance. They have the tools and expertise to investigate and resolve connectivity issues on their end.
If your ISP is unable to resolve the issue, kindly request that they log a fault ticket on your behalf with MetroFibre. This will ensure a more streamlined and expedited resolution process.
We understand the importance of a stable and reliable network, and we are committed to working collaboratively with your ISP to address any underlying concerns. Additionally, we apologize for any communication lapses and the inconvenience caused by the recent outages.
Please feel free to reach out if you have any further questions or if there's anything specific you would like us to address. We appreciate your feedback, and we are dedicated to ensuring a satisfactory resolution for you.
Best Regards,
Marilize
JB
John B's updateReviewer Update
05 Dec 2023, 17:12I did log a fault with my ISP and it's they who could get no clear answers from Metrofibre; not once in the several two-day plus outages that we've had this year has there been an ETA for restoration given by Metrofibre to my ISP. All of the recent faults have been Metrofibre infrastructure faults, nothing to do with the service provided by my ISP.
JB
John B's update05 Dec 2023, 17:12
Reviewer Update
I did log a fault with my ISP and it's they who could get no clear answers from Metrofibre; not once in the several two-day plus outages that we've had this year has there been an ETA for restoration given by Metrofibre to my ISP. All of the recent faults have been Metrofibre infrastructure faults, nothing to do with the service provided by my ISP.