KM
Kabelo M
1 reviews | Active since Nov 2012
22 Aug 2026, 10:46
I had an outage which was only given attention after escalation to the CEO
I had an outage which was only given attention after escalation to the CEO. Although it was resolved after 3 days, it had to take the CEOs intervention. Going foward, MFN should provide an excellent service without matters having to be escalated to, and intervened by the CEO By the way. I am still a client.
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MetroFibre Networx's replyOfficial
22 Aug 2026, 10:49Hi Kabelo
Thank you for taking the time to share your feedback with us and for bringing this matter to our attention.
We sincerely apologise that your outage required escalation to the CEO before it received the necessary attention. We understand that this is not the level of service we aim to provide, and we acknowledge your frustration with having to escalate the matter to get assistance.
We are pleased that the issue was eventually resolved, but we recognise that being without service for three days and having to escalate the matter should not have been your experience.
We truly appreciate you remaining a MetroFibre customer and giving us the opportunity to improve. Your feedback will be shared with the relevant teams as it highlights the importance of resolving customer issues promptly and effectively, without the need for further escalation.
Thank you once again for your feedback and for your continued support.
Kind regards
Phindile Msokwini
Senior Escalations and Complaints Coordinator
MetroFibre Networx
Phindile Msokwini
Senior Escalations and Complaints Coordinator
MetroFibre Networx
MetroFibre Networx's reply22 Aug 2026, 10:49
Official
Hi Kabelo
Thank you for taking the time to share your feedback with us and for bringing this matter to our attention.
We sincerely apologise that your outage required escalation to the CEO before it received the necessary attention. We understand that this is not the level of service we aim to provide, and we acknowledge your frustration with having to escalate the matter to get assistance.
We are pleased that the issue was eventually resolved, but we recognise that being without service for three days and having to escalate the matter should not have been your experience.
We truly appreciate you remaining a MetroFibre customer and giving us the opportunity to improve. Your feedback will be shared with the relevant teams as it highlights the importance of resolving customer issues promptly and effectively, without the need for further escalation.
Thank you once again for your feedback and for your continued support.
Kind regards
Phindile Msokwini
Senior Escalations and Complaints Coordinator
MetroFibre Networx
Phindile Msokwini
Senior Escalations and Complaints Coordinator
MetroFibre Networx