Horrible service provider - No customer care Metrofibre

My WiFi connection failed on Sunday at approximately 4:00 PM, and I reported the fault immediately. Four days later, I am still without service.

What followed has been one of the most frustrating customer service experiences I have ever encountered. Instead of receiving assistance, I was repeatedly pushed towards a chatbot. When I tried calling for support, calls either dropped while I was waiting to speak to an agent or I was left on hold for so long that the calls eventually disconnected. Getting hold of a competent human being appears to be nearly impossible.

A technician finally arrived on Tuesday at around 4:00 PM. He left without fixing the problem, assuring me that the connection would be working within 30 minutes. It never did. Despite this failed visit, when I contacted support again, I was simply told to wait yet another day for another technician.

An internet outage can happen. What is unacceptable is leaving a paying customer without service for days while providing little to no meaningful support, poor communication, and broken promises. The complete lack of urgency shown throughout this process is astounding.

Metrofibre's service has been nothing short of appalling. If this is the level of support customers can expect when something goes wrong, I would strongly discourage anyone from signing up. Reliability is not just about the network working when things are good… it is about how quickly and professionally issues are resolved when they arise. On that measure, Metrofibre has failed completely.

I have lost confidence in this company and will be cancelling my service as soon as possible.

Avoid at all costs.