LR
Lerato R
1 reviews | Active since Jan 2023
27 Jan 2023, 16:17
I feel like I am being held hostage
I just moved to the Broadacres area and it would appear unfortunate that MetroFibre is the only game in town as far as trunk providers. Situation is that I put in an application last week Thursday for MNF direct because logically they are the cheapest and I deal with one party, which would bypass the unsual blame game with ISPs. However, I didn't even receive an acknowledgement email until yesterday. At this time, I had already app**** with Cool Ideas ISP for the same speed at 20% more. They have been responsive and acknowledging my queries.
For the hostage part of this - when MNF did get in touch, I felt that it had already been too long since my application to continue with them (they have gave a bad customer service vibe) so I removed my application with them and informed them of my reasons which they acknowledged. Now I am getting feedback from Cool Ideas that my application is stuck with MNF and they have received minimal feedback from MFT.
For background - I am moving into a place that already has ONT/CPE with a previous fibre line. So it appears to me that the work they have to do is minimal and they only need to grant access to Cool Ideas.
I would suspect Cool Ideas as a the problem except for that I also have a residence in Linden and Cool Ideas have extended excellent service for about 3 years now.
This is more than an inconveniece, there are economic costs to their (in)actions.
Helpful (0)
Replies (13)0
Replies (13)
MetroFibre Networx's replyOfficial
27 Jan 2023, 21:43Dear Lerato
I send my sincere apologies for only responding to you now.
I will get an agent to contact you in the morning.
Kind Regards
Metrofibre
Shannen
I send my sincere apologies for only responding to you now.
I will get an agent to contact you in the morning.
Kind Regards
Metrofibre
Shannen
MetroFibre Networx's reply27 Jan 2023, 21:43
Official
Dear Lerato
I send my sincere apologies for only responding to you now.
I will get an agent to contact you in the morning.
Kind Regards
Metrofibre
Shannen
I send my sincere apologies for only responding to you now.
I will get an agent to contact you in the morning.
Kind Regards
Metrofibre
Shannen
LR
Lerato R's updateReviewer Update
30 Jan 2023, 08:57I did not receive any communication over the weekend. Will anything happen this morning?
LR
Lerato R's update30 Jan 2023, 08:57
Reviewer Update
I did not receive any communication over the weekend. Will anything happen this morning?
MetroFibre Networx's replyOfficial
30 Jan 2023, 09:04Good Morning Lerato
We are following up accordingly and will revert as soon as we have feedback from our Key accounts department.
Kind Regards
MetroFibre
Shanice
We are following up accordingly and will revert as soon as we have feedback from our Key accounts department.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply30 Jan 2023, 09:04
Official
Good Morning Lerato
We are following up accordingly and will revert as soon as we have feedback from our Key accounts department.
Kind Regards
MetroFibre
Shanice
We are following up accordingly and will revert as soon as we have feedback from our Key accounts department.
Kind Regards
MetroFibre
Shanice
LR
Lerato R's updateReviewer Update
30 Jan 2023, 09:07Thank you Shanice. Will await patiently.
LR
Lerato R's update30 Jan 2023, 09:07
Reviewer Update
Thank you Shanice. Will await patiently.
MetroFibre Networx's replyOfficial
30 Jan 2023, 09:09Dear Lerato
You are welcome, I will keep you updated.
Kind Regards
MetroFibre
Shanice
You are welcome, I will keep you updated.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply30 Jan 2023, 09:09
Official
Dear Lerato
You are welcome, I will keep you updated.
Kind Regards
MetroFibre
Shanice
You are welcome, I will keep you updated.
Kind Regards
MetroFibre
Shanice
LR
Lerato R's updateReviewer Update
30 Jan 2023, 16:52Hi Shanice,
I have had no feedback as yet, I tried calling but the operator who I spoke to promised to call me back. I doubt this will happen as there hasn't been a word from her as yet.
Just for fun - we have a bet going here at work to see if I will get Fibre before the week is out. I think by that time, I would have spent more money on Ubers than I would have paid in fibre if I had just worked from home. At this point this whole process is eating into my UPS money, to say nothing of the airtime spent being on hold or tranferring to consultants or simply having the line drop after 15 mins.
I would say that I don't recommend MetroFibre, unfortunately they are like God or Eskom, whether you opt in or out they still rule over you.
I have had no feedback as yet, I tried calling but the operator who I spoke to promised to call me back. I doubt this will happen as there hasn't been a word from her as yet.
Just for fun - we have a bet going here at work to see if I will get Fibre before the week is out. I think by that time, I would have spent more money on Ubers than I would have paid in fibre if I had just worked from home. At this point this whole process is eating into my UPS money, to say nothing of the airtime spent being on hold or tranferring to consultants or simply having the line drop after 15 mins.
I would say that I don't recommend MetroFibre, unfortunately they are like God or Eskom, whether you opt in or out they still rule over you.
LR
Lerato R's update30 Jan 2023, 16:52
Reviewer Update
Hi Shanice,
I have had no feedback as yet, I tried calling but the operator who I spoke to promised to call me back. I doubt this will happen as there hasn't been a word from her as yet.
Just for fun - we have a bet going here at work to see if I will get Fibre before the week is out. I think by that time, I would have spent more money on Ubers than I would have paid in fibre if I had just worked from home. At this point this whole process is eating into my UPS money, to say nothing of the airtime spent being on hold or tranferring to consultants or simply having the line drop after 15 mins.
I would say that I don't recommend MetroFibre, unfortunately they are like God or Eskom, whether you opt in or out they still rule over you.
I have had no feedback as yet, I tried calling but the operator who I spoke to promised to call me back. I doubt this will happen as there hasn't been a word from her as yet.
Just for fun - we have a bet going here at work to see if I will get Fibre before the week is out. I think by that time, I would have spent more money on Ubers than I would have paid in fibre if I had just worked from home. At this point this whole process is eating into my UPS money, to say nothing of the airtime spent being on hold or tranferring to consultants or simply having the line drop after 15 mins.
I would say that I don't recommend MetroFibre, unfortunately they are like God or Eskom, whether you opt in or out they still rule over you.
MetroFibre Networx's replyOfficial
30 Jan 2023, 17:03Dear Lerato
On behalf of MetroFibre, I want to extend my sincerest apologies for the negative experience that you have received with us.
I know it has been really frustrating for you to be held up like this when you just want to get the issue resolved and we do understand your frustration.
I have marked this as urgent with our Key Accounts department and will follow up every hour on the hour until I get the feedback to assist in getting your line back up and running.
Kind Regards
MetroFibre
Shanice
On behalf of MetroFibre, I want to extend my sincerest apologies for the negative experience that you have received with us.
I know it has been really frustrating for you to be held up like this when you just want to get the issue resolved and we do understand your frustration.
I have marked this as urgent with our Key Accounts department and will follow up every hour on the hour until I get the feedback to assist in getting your line back up and running.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply30 Jan 2023, 17:03
Official
Dear Lerato
On behalf of MetroFibre, I want to extend my sincerest apologies for the negative experience that you have received with us.
I know it has been really frustrating for you to be held up like this when you just want to get the issue resolved and we do understand your frustration.
I have marked this as urgent with our Key Accounts department and will follow up every hour on the hour until I get the feedback to assist in getting your line back up and running.
Kind Regards
MetroFibre
Shanice
On behalf of MetroFibre, I want to extend my sincerest apologies for the negative experience that you have received with us.
I know it has been really frustrating for you to be held up like this when you just want to get the issue resolved and we do understand your frustration.
I have marked this as urgent with our Key Accounts department and will follow up every hour on the hour until I get the feedback to assist in getting your line back up and running.
Kind Regards
MetroFibre
Shanice
LR
Lerato R's updateReviewer Update
31 Jan 2023, 11:29Hi Shanice,
I spoke to Felicia on the phone. She tells me that JP only logged the release with Vodacom today, whereas I was told that it was done by the person I spoke to on Friday. Hence I expected something to have been done yesterday already.
So do your people just lie to customers on the phone because we won't remember your names?
Seemingly it is not marked as urgent as you said, because I am now told that a process which you said you commenced with your accounts department yesterday will (might) only beresolved on Wednesday.
Please don't apologize - just tell me what exactly is going to happen today.
I spoke to Felicia on the phone. She tells me that JP only logged the release with Vodacom today, whereas I was told that it was done by the person I spoke to on Friday. Hence I expected something to have been done yesterday already.
So do your people just lie to customers on the phone because we won't remember your names?
Seemingly it is not marked as urgent as you said, because I am now told that a process which you said you commenced with your accounts department yesterday will (might) only beresolved on Wednesday.
Please don't apologize - just tell me what exactly is going to happen today.
LR
Lerato R's update31 Jan 2023, 11:29
Reviewer Update
Hi Shanice,
I spoke to Felicia on the phone. She tells me that JP only logged the release with Vodacom today, whereas I was told that it was done by the person I spoke to on Friday. Hence I expected something to have been done yesterday already.
So do your people just lie to customers on the phone because we won't remember your names?
Seemingly it is not marked as urgent as you said, because I am now told that a process which you said you commenced with your accounts department yesterday will (might) only beresolved on Wednesday.
Please don't apologize - just tell me what exactly is going to happen today.
I spoke to Felicia on the phone. She tells me that JP only logged the release with Vodacom today, whereas I was told that it was done by the person I spoke to on Friday. Hence I expected something to have been done yesterday already.
So do your people just lie to customers on the phone because we won't remember your names?
Seemingly it is not marked as urgent as you said, because I am now told that a process which you said you commenced with your accounts department yesterday will (might) only beresolved on Wednesday.
Please don't apologize - just tell me what exactly is going to happen today.
MetroFibre Networx's replyOfficial
01 Feb 2023, 08:09Dear Lerato
we are trying our best to get your line up and running before the end of day today.
Kind Regards
MetroFibre
Shanice
we are trying our best to get your line up and running before the end of day today.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply01 Feb 2023, 08:09
Official
Dear Lerato
we are trying our best to get your line up and running before the end of day today.
Kind Regards
MetroFibre
Shanice
we are trying our best to get your line up and running before the end of day today.
Kind Regards
MetroFibre
Shanice
LR
Lerato R's updateReviewer Update
06 Feb 2023, 08:51I still don't have a connection:
Just for a status update. I have been told (on friday) that the ONT (black device that connect to router) is the wrong version and they need to collect that one and issue a new one.
Just for a status update. I have been told (on friday) that the ONT (black device that connect to router) is the wrong version and they need to collect that one and issue a new one.
LR
Lerato R's update06 Feb 2023, 08:51
Reviewer Update
I still don't have a connection:
Just for a status update. I have been told (on friday) that the ONT (black device that connect to router) is the wrong version and they need to collect that one and issue a new one.
Just for a status update. I have been told (on friday) that the ONT (black device that connect to router) is the wrong version and they need to collect that one and issue a new one.
LR
Lerato R's updateReviewer Update
07 Feb 2023, 11:03I will probably post my last review post on this when I finally get wifi (if that happens).
Meanwhile my final review on this would be that this makes queueing at Home Affairs 8 hours and having to return the next day feel like a cake walk.
Meanwhile my final review on this would be that this makes queueing at Home Affairs 8 hours and having to return the next day feel like a cake walk.
LR
Lerato R's update07 Feb 2023, 11:03
Reviewer Update
I will probably post my last review post on this when I finally get wifi (if that happens).
Meanwhile my final review on this would be that this makes queueing at Home Affairs 8 hours and having to return the next day feel like a cake walk.
Meanwhile my final review on this would be that this makes queueing at Home Affairs 8 hours and having to return the next day feel like a cake walk.
MetroFibre Networx's replyOfficial
07 Feb 2023, 11:41Good Day Lerato
Thank you for informing us that your issue is not resolved yet.
I have escalated your query to the orders department to release your line so that your ISP may proceed.
I will be able to provide you with feedback this afternoon.
Kind Regards,
Siboniso
Metrofibre
Thank you for informing us that your issue is not resolved yet.
I have escalated your query to the orders department to release your line so that your ISP may proceed.
I will be able to provide you with feedback this afternoon.
Kind Regards,
Siboniso
Metrofibre
MetroFibre Networx's reply07 Feb 2023, 11:41
Official
Good Day Lerato
Thank you for informing us that your issue is not resolved yet.
I have escalated your query to the orders department to release your line so that your ISP may proceed.
I will be able to provide you with feedback this afternoon.
Kind Regards,
Siboniso
Metrofibre
Thank you for informing us that your issue is not resolved yet.
I have escalated your query to the orders department to release your line so that your ISP may proceed.
I will be able to provide you with feedback this afternoon.
Kind Regards,
Siboniso
Metrofibre
LR
Lerato R's updateReviewer Update
21 Feb 2023, 09:05Okay, I've calmed down.
I have fibre, with MetroFibre.
In the end we hobbled to the ending but the installation guy was very nice, informed and helpful.
The key problem as I reflect, was apathy. Sometimes one needs to actually listen to the person on the other end of the conversation. Yes I was very frastrated, as a result my patience and tolerance wained with each individual who was on the other end of the phone, which affected how much input I was receptive on. I can say the same for them, sometimes don't speak from the script - speak to the person.
I have fibre, with MetroFibre.
In the end we hobbled to the ending but the installation guy was very nice, informed and helpful.
The key problem as I reflect, was apathy. Sometimes one needs to actually listen to the person on the other end of the conversation. Yes I was very frastrated, as a result my patience and tolerance wained with each individual who was on the other end of the phone, which affected how much input I was receptive on. I can say the same for them, sometimes don't speak from the script - speak to the person.
LR
Lerato R's update21 Feb 2023, 09:05
Reviewer Update
Okay, I've calmed down.
I have fibre, with MetroFibre.
In the end we hobbled to the ending but the installation guy was very nice, informed and helpful.
The key problem as I reflect, was apathy. Sometimes one needs to actually listen to the person on the other end of the conversation. Yes I was very frastrated, as a result my patience and tolerance wained with each individual who was on the other end of the phone, which affected how much input I was receptive on. I can say the same for them, sometimes don't speak from the script - speak to the person.
I have fibre, with MetroFibre.
In the end we hobbled to the ending but the installation guy was very nice, informed and helpful.
The key problem as I reflect, was apathy. Sometimes one needs to actually listen to the person on the other end of the conversation. Yes I was very frastrated, as a result my patience and tolerance wained with each individual who was on the other end of the phone, which affected how much input I was receptive on. I can say the same for them, sometimes don't speak from the script - speak to the person.