Horrible Service!! Unaccountability!

Absolutely Horrible!! Unresponsive, unaccountable and extremely dismissive!

Background of the experience: 23 April: My service stopped due to the fibre cable snapping. ⁠24 April: I reported this outage using WhatsApp ⁠4 May: I was sent an email by Vuma confirming that a ticket has been opened. Bear in mind that this is 6 working days after I submitted by initial enquiry. ⁠5 May: An email is sent informing me that a technician has been dispatched. ⁠6 May: I receive an email from Britelink MCT which I couldn’t get hold of after trying to follow up. ⁠6 May: I receive an email stating that my ticket has been successfully resolved.

How do I receive an email of success when a technician didn’t not make any contact nor come through to fix the cable.

In sitting without fibre for over a week I then made a plan to get alternative internet connectivity. I had been following up every month till I got tired of having to beg for connectivity! I followed up again today and after all this time I’m told that I need to pay becuase my account has been susspended. All this time I have not had the service due to the companies incompetencies but then I am demanded to pay??

I’m told my account is suspended. I then pose the question as to how I should have paid when my service was not available since the outage??

I’ve been complaining since the outage and I realise that my cries are falling on deaf ears.

I’m now being forced to pay for a service that has been unavailable to me due to your systems and technicians not being able to come out and fix the cable. I’ve had to incure additional costs in procuring other means of having internet connectivity because MetroFibre has failed me months on end!!

Perhaps if you inform the bases of paying for a service that has not been rendered then I’ll be able to justify the payment.

But he cable snapped, I go out of my way to restore connectivity within my house and now MetroFibre is coming to tell me that I have to pay for their services that they couldn’t restore?

Where is the sense in any of this?