JK
Johan K
1 reviews | Active since Oct 2012
05 Nov 2024, 13:24
Frustrating Experience with MetroFibre’s Service Relocation
I’m incredibly disappointed with MetroFibre’s handling of my recent Change of Address (COA) request. Despite notifying them over 30 days ago on September 25, the activation of my service at my new address has been plagued with delays, poor communication, and a lack of follow-through on their commitments.
From November 1, I’ve faced repeated setbacks. I was assured multiple times that a technician would contact me promptly to resolve the issue. However, after numerous emails and messages on their WhatsApp platform, I still haven’t received a call or appointment confirmation from a technician. Each inquiry leads to a new excuse or delay, including a 3-4 day waiting period that was never mentioned in initial conversations.
The challenges only added up:
- Despite submitting requested photos multiple times, my equipment still remains "undiscoverable for activation." - My billing address hasn't even been updated on the latest invoice, despite the COA request.
In short, MetroFibre has not honored their commitments, and the process has been frustrating and needlessly complicated.
I can’t recommend their services based on this experience.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
05 Nov 2024, 14:16Dear Johan
Thank you for reaching out and for taking the time to share your concerns with us. We sincerely apologize for the frustrating experience you’ve encountered with your Change of Address request, and we are grateful for your patience throughout this process.
After reviewing your case, we can confirm that, as per the latest feedback available on your existing fault ticket (472579), the delay in activating your service at your new address is due to a physical fibre fault that requires our maintenance contractors’ attention. We understand the importance of having your service activated promptly, and we apologize for the lack of communication and clarity about the required waiting period, which understandably added to your frustration.
To ensure your case receives the attention it deserves, we have escalated your complaint to our maintenance management team, emphasizing the need to prioritize the resolution of this fault so we can get you back online as quickly as possible.
Thank you again for your patience and cooperation as we address these issues. Should you have any further questions, or if you wish to follow up on this matter, please feel free to contact us by responding directly to your fault ticket (472579) via email or by sending us an email at ***. We are here to assist and will continue to keep you informed as we work toward a swift resolution.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
Thank you for reaching out and for taking the time to share your concerns with us. We sincerely apologize for the frustrating experience you’ve encountered with your Change of Address request, and we are grateful for your patience throughout this process.
After reviewing your case, we can confirm that, as per the latest feedback available on your existing fault ticket (472579), the delay in activating your service at your new address is due to a physical fibre fault that requires our maintenance contractors’ attention. We understand the importance of having your service activated promptly, and we apologize for the lack of communication and clarity about the required waiting period, which understandably added to your frustration.
To ensure your case receives the attention it deserves, we have escalated your complaint to our maintenance management team, emphasizing the need to prioritize the resolution of this fault so we can get you back online as quickly as possible.
Thank you again for your patience and cooperation as we address these issues. Should you have any further questions, or if you wish to follow up on this matter, please feel free to contact us by responding directly to your fault ticket (472579) via email or by sending us an email at ***. We are here to assist and will continue to keep you informed as we work toward a swift resolution.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
MetroFibre Networx's reply05 Nov 2024, 14:16
Official
Dear Johan
Thank you for reaching out and for taking the time to share your concerns with us. We sincerely apologize for the frustrating experience you’ve encountered with your Change of Address request, and we are grateful for your patience throughout this process.
After reviewing your case, we can confirm that, as per the latest feedback available on your existing fault ticket (472579), the delay in activating your service at your new address is due to a physical fibre fault that requires our maintenance contractors’ attention. We understand the importance of having your service activated promptly, and we apologize for the lack of communication and clarity about the required waiting period, which understandably added to your frustration.
To ensure your case receives the attention it deserves, we have escalated your complaint to our maintenance management team, emphasizing the need to prioritize the resolution of this fault so we can get you back online as quickly as possible.
Thank you again for your patience and cooperation as we address these issues. Should you have any further questions, or if you wish to follow up on this matter, please feel free to contact us by responding directly to your fault ticket (472579) via email or by sending us an email at ***. We are here to assist and will continue to keep you informed as we work toward a swift resolution.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
Thank you for reaching out and for taking the time to share your concerns with us. We sincerely apologize for the frustrating experience you’ve encountered with your Change of Address request, and we are grateful for your patience throughout this process.
After reviewing your case, we can confirm that, as per the latest feedback available on your existing fault ticket (472579), the delay in activating your service at your new address is due to a physical fibre fault that requires our maintenance contractors’ attention. We understand the importance of having your service activated promptly, and we apologize for the lack of communication and clarity about the required waiting period, which understandably added to your frustration.
To ensure your case receives the attention it deserves, we have escalated your complaint to our maintenance management team, emphasizing the need to prioritize the resolution of this fault so we can get you back online as quickly as possible.
Thank you again for your patience and cooperation as we address these issues. Should you have any further questions, or if you wish to follow up on this matter, please feel free to contact us by responding directly to your fault ticket (472579) via email or by sending us an email at ***. We are here to assist and will continue to keep you informed as we work toward a swift resolution.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
JK
Johan K's updateReviewer Update
05 Nov 2024, 15:39Good day, Marilize,
Thank you for the response.
At 13:00, I received a call from Leanay, a representative from one of your fibre subcontractors.
Thanks to her guidance, the connection was successfully activated within two hours.
As it turns out, there was no issue with the fibre line itself; rather, the line had been connected to the wrong termination point—a possibility I raised over the weekend in discussions with your support team.
Unfortunately, if the appropriate team member had been assigned earlier, this issue could have been resolved on Friday, November 1.
I’d like to commend Leanay and her company for their prompt and effective assistance.
However, this experience highlights the need for a review of MetroFibre’s escalation process, which resulted in unnecessary delays, additional client call-outs, and personal expenses to secure alternative data services temporarily.
The issue has been resolved, and you may proceed to close ticket 472579.
Thank you for the response.
At 13:00, I received a call from Leanay, a representative from one of your fibre subcontractors.
Thanks to her guidance, the connection was successfully activated within two hours.
As it turns out, there was no issue with the fibre line itself; rather, the line had been connected to the wrong termination point—a possibility I raised over the weekend in discussions with your support team.
Unfortunately, if the appropriate team member had been assigned earlier, this issue could have been resolved on Friday, November 1.
I’d like to commend Leanay and her company for their prompt and effective assistance.
However, this experience highlights the need for a review of MetroFibre’s escalation process, which resulted in unnecessary delays, additional client call-outs, and personal expenses to secure alternative data services temporarily.
The issue has been resolved, and you may proceed to close ticket 472579.
JK
Johan K's update05 Nov 2024, 15:39
Reviewer Update
Good day, Marilize,
Thank you for the response.
At 13:00, I received a call from Leanay, a representative from one of your fibre subcontractors.
Thanks to her guidance, the connection was successfully activated within two hours.
As it turns out, there was no issue with the fibre line itself; rather, the line had been connected to the wrong termination point—a possibility I raised over the weekend in discussions with your support team.
Unfortunately, if the appropriate team member had been assigned earlier, this issue could have been resolved on Friday, November 1.
I’d like to commend Leanay and her company for their prompt and effective assistance.
However, this experience highlights the need for a review of MetroFibre’s escalation process, which resulted in unnecessary delays, additional client call-outs, and personal expenses to secure alternative data services temporarily.
The issue has been resolved, and you may proceed to close ticket 472579.
Thank you for the response.
At 13:00, I received a call from Leanay, a representative from one of your fibre subcontractors.
Thanks to her guidance, the connection was successfully activated within two hours.
As it turns out, there was no issue with the fibre line itself; rather, the line had been connected to the wrong termination point—a possibility I raised over the weekend in discussions with your support team.
Unfortunately, if the appropriate team member had been assigned earlier, this issue could have been resolved on Friday, November 1.
I’d like to commend Leanay and her company for their prompt and effective assistance.
However, this experience highlights the need for a review of MetroFibre’s escalation process, which resulted in unnecessary delays, additional client call-outs, and personal expenses to secure alternative data services temporarily.
The issue has been resolved, and you may proceed to close ticket 472579.
MetroFibre Networx's replyOfficial
12 Nov 2024, 14:03Dear Johan,
Thank you very much for your kind words and for taking the time to share your positive feedback. We’re thrilled to hear that your service is back up and running and that you’re pleased with the support you received.
Your satisfaction is our top priority, and it’s wonderful to know you’re back online and happy with the service. Should you need any assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Thank you again for your patience and support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you very much for your kind words and for taking the time to share your positive feedback. We’re thrilled to hear that your service is back up and running and that you’re pleased with the support you received.
Your satisfaction is our top priority, and it’s wonderful to know you’re back online and happy with the service. Should you need any assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Thank you again for your patience and support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply12 Nov 2024, 14:03
Official
Dear Johan,
Thank you very much for your kind words and for taking the time to share your positive feedback. We’re thrilled to hear that your service is back up and running and that you’re pleased with the support you received.
Your satisfaction is our top priority, and it’s wonderful to know you’re back online and happy with the service. Should you need any assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Thank you again for your patience and support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you very much for your kind words and for taking the time to share your positive feedback. We’re thrilled to hear that your service is back up and running and that you’re pleased with the support you received.
Your satisfaction is our top priority, and it’s wonderful to know you’re back online and happy with the service. Should you need any assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Thank you again for your patience and support.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations