EK
Erykah K
1 reviews | Active since Jun 2022
02 Dec 2025, 11:25
Horrible service and incompetence
01 Dec 2025 i paid for my service before services can be suspended, in the afternoon they were suspended, i called and also emailed my POP, then it was active. Today 02-Dec-2025 my account is suspended again, i waited 40 minutes on the line and when i was number 2, i was told to leave a message so that the agent can call me back. This is nonsense of a service to be honest.
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MetroFibre Networx's replyOfficial
02 Dec 2025, 11:38 Dear Erykah Kekana
Thank you for raising this so clearly — your frustration is completely understandable. We see that you paid on 01 Dec and yet your service was suspended shortly after. We also recognise that after you provided your proof of payment and service was briefly restored, it was suspended again on 02 Dec, and you experienced a 40-minute hold time with no follow-up. That is not acceptable, and we acknowledge how inconvenient and unfair this has been.
We have escalated your case as a high priority. Our team is currently re-verifying your payment and account status. We are also reviewing our call-handling and callback procedures to address the long wait times and the breakdown in follow-up you experienced.
We appreciate you bringing this to our attention and allowing us to correct the issue. You will receive an update within the next few hours, and we will keep you informed until things are fully resolved.
Kind regards,
Sibonisile
Customer Support / Escalations Team
Sibonisile
Customer Support / Escalations Team
MetroFibre Networx's reply02 Dec 2025, 11:38
Official
Dear Erykah Kekana
Thank you for raising this so clearly — your frustration is completely understandable. We see that you paid on 01 Dec and yet your service was suspended shortly after. We also recognise that after you provided your proof of payment and service was briefly restored, it was suspended again on 02 Dec, and you experienced a 40-minute hold time with no follow-up. That is not acceptable, and we acknowledge how inconvenient and unfair this has been.
We have escalated your case as a high priority. Our team is currently re-verifying your payment and account status. We are also reviewing our call-handling and callback procedures to address the long wait times and the breakdown in follow-up you experienced.
We appreciate you bringing this to our attention and allowing us to correct the issue. You will receive an update within the next few hours, and we will keep you informed until things are fully resolved.
Kind regards,
Sibonisile
Customer Support / Escalations Team
Sibonisile
Customer Support / Escalations Team