1 reviews | Active since Jan 2018
Gaming Routing Issues Resolved (Ticket ***)
I want to commend the MetroFibre technical and operations team for their persistence in resolving a complex networking issue on my 150Mbps line in Pretoria.
As an online gamer (eFootball), I was experiencing a persistent "2-bar" connection despite having excellent line speeds. While many ISPs often blame the game servers or the user's home setup, the team handling Ticket *** actually listened to the technical data I provided.
After I provided MTR and traceroute data identifying a specific routing timeout at Hop 4, the team escalated the matter to their senior engineers.
They successfully identified and fixed a routing issue that was detouring my local Johannesburg traffic through international routes.
My latency to the Johannesburg servers dropped from over 300ms to a rock-solid 9ms–11ms. I am now consistently getting 5-bar matches.
A special thanks to the team for the technical resolution. If you are a gamer looking for an ISP that understands the difference between "speed" and "latency," MetroFibre has proven they can deliver.
Thank you for taking the time to share such detailed and positive feedback. It is greatly appreciated and encouraging to read about your experience, particularly given the technical nature of the issue.
Your acknowledgment of the technical and operations teams’ persistence, as well as the collaborative approach taken during Ticket ***, means a great deal. The effort you put into providing MTR and traceroute data played an important role in enabling the escalation and accurate identification of the routing anomaly, and it is excellent to hear that the corrective actions resulted in a significant improvement in latency and overall gaming performance.
Feedback like this reinforces the importance of understanding real-world use cases such as online gaming, where latency and routing are just as critical as throughput. Your comments will be shared with the teams involved as recognition of their work.
Thank you once again for your review and for choosing MetroFibre. We’re glad to know your connection is now delivering the experience you expect.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
Thank you for taking the time to share such detailed and positive feedback. It is greatly appreciated and encouraging to read about your experience, particularly given the technical nature of the issue.
Your acknowledgment of the technical and operations teams’ persistence, as well as the collaborative approach taken during Ticket ***, means a great deal. The effort you put into providing MTR and traceroute data played an important role in enabling the escalation and accurate identification of the routing anomaly, and it is excellent to hear that the corrective actions resulted in a significant improvement in latency and overall gaming performance.
Feedback like this reinforces the importance of understanding real-world use cases such as online gaming, where latency and routing are just as critical as throughput. Your comments will be shared with the teams involved as recognition of their work.
Thank you once again for your review and for choosing MetroFibre. We’re glad to know your connection is now delivering the experience you expect.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team