ED
Elina D
1 reviews | Active since Apr 2024
17 Apr 2024, 14:25
Frustration Over Unresolved Internet Outage
I recently experienced a complete internet outage for three days, and despite multiple calls for help, my issue remains unresolved. Each call ended with assurance that my case was escalated, yet I received no feedback on what's wrong or when it'll be fixed. This lack of communication and support is disappointing. Customers deserve transparency and prompt resolution. Moving forward, I hope for improvements in communication and support processes to prevent such frustrations.
Helpful (0)
Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
17 Apr 2024, 14:47Dear Elina
We sincerely apologize for the inconvenience and frustration caused by the recent outage you experienced. After investigating your case, we have determined that your service is affected by an FNO (Fibre Network Operator) Fault. Our Network Operations Center (NOC) has promptly raised a fault ticket with the FNO and requested urgent feedback on this matter.
We understand the importance of timely communication and resolution in such situations, and we apologize for any lapse in our support processes. Rest assured, we are actively working to address the issue and restore your connectivity as soon as possible.
Thank you for bringing this matter to our attention, and please know that we are committed to improving our communication and support processes to better serve you in the future.
If you have any further questions or concerns, please don't hesitate to contact us.
Kind Regards
Marilize
MetroFibre Complaints
We sincerely apologize for the inconvenience and frustration caused by the recent outage you experienced. After investigating your case, we have determined that your service is affected by an FNO (Fibre Network Operator) Fault. Our Network Operations Center (NOC) has promptly raised a fault ticket with the FNO and requested urgent feedback on this matter.
We understand the importance of timely communication and resolution in such situations, and we apologize for any lapse in our support processes. Rest assured, we are actively working to address the issue and restore your connectivity as soon as possible.
Thank you for bringing this matter to our attention, and please know that we are committed to improving our communication and support processes to better serve you in the future.
If you have any further questions or concerns, please don't hesitate to contact us.
Kind Regards
Marilize
MetroFibre Complaints
MetroFibre Networx's reply17 Apr 2024, 14:47
Official
Dear Elina
We sincerely apologize for the inconvenience and frustration caused by the recent outage you experienced. After investigating your case, we have determined that your service is affected by an FNO (Fibre Network Operator) Fault. Our Network Operations Center (NOC) has promptly raised a fault ticket with the FNO and requested urgent feedback on this matter.
We understand the importance of timely communication and resolution in such situations, and we apologize for any lapse in our support processes. Rest assured, we are actively working to address the issue and restore your connectivity as soon as possible.
Thank you for bringing this matter to our attention, and please know that we are committed to improving our communication and support processes to better serve you in the future.
If you have any further questions or concerns, please don't hesitate to contact us.
Kind Regards
Marilize
MetroFibre Complaints
We sincerely apologize for the inconvenience and frustration caused by the recent outage you experienced. After investigating your case, we have determined that your service is affected by an FNO (Fibre Network Operator) Fault. Our Network Operations Center (NOC) has promptly raised a fault ticket with the FNO and requested urgent feedback on this matter.
We understand the importance of timely communication and resolution in such situations, and we apologize for any lapse in our support processes. Rest assured, we are actively working to address the issue and restore your connectivity as soon as possible.
Thank you for bringing this matter to our attention, and please know that we are committed to improving our communication and support processes to better serve you in the future.
If you have any further questions or concerns, please don't hesitate to contact us.
Kind Regards
Marilize
MetroFibre Complaints
ED
Elina D's updateReviewer Update
18 Apr 2024, 12:36 Hi Team,
Today is day 4, and at 8 am this morning, I received an email from Vuma stating that a technician was dispatched. I then called to follow up and inquire about when to expect the technician, only to be informed that there is a backlog, and they cannot provide an estimate for the technician's arrival. It took 3 days for the team to realize the need to send a technician, but now it seems it will take even longer for me to actually have a technician come and fix the problem. What is the normal turnaround time for resolving a minor issue? I honestly do not think it is okay that it takes 4 days + to fix this.
Thank you.
Today is day 4, and at 8 am this morning, I received an email from Vuma stating that a technician was dispatched. I then called to follow up and inquire about when to expect the technician, only to be informed that there is a backlog, and they cannot provide an estimate for the technician's arrival. It took 3 days for the team to realize the need to send a technician, but now it seems it will take even longer for me to actually have a technician come and fix the problem. What is the normal turnaround time for resolving a minor issue? I honestly do not think it is okay that it takes 4 days + to fix this.
Thank you.
ED
Elina D's update18 Apr 2024, 12:36
Reviewer Update
Hi Team,
Today is day 4, and at 8 am this morning, I received an email from Vuma stating that a technician was dispatched. I then called to follow up and inquire about when to expect the technician, only to be informed that there is a backlog, and they cannot provide an estimate for the technician's arrival. It took 3 days for the team to realize the need to send a technician, but now it seems it will take even longer for me to actually have a technician come and fix the problem. What is the normal turnaround time for resolving a minor issue? I honestly do not think it is okay that it takes 4 days + to fix this.
Thank you.
Today is day 4, and at 8 am this morning, I received an email from Vuma stating that a technician was dispatched. I then called to follow up and inquire about when to expect the technician, only to be informed that there is a backlog, and they cannot provide an estimate for the technician's arrival. It took 3 days for the team to realize the need to send a technician, but now it seems it will take even longer for me to actually have a technician come and fix the problem. What is the normal turnaround time for resolving a minor issue? I honestly do not think it is okay that it takes 4 days + to fix this.
Thank you.