1 reviews | Active since Jul 2025
I have not been connected for 8 days #***
I have been a paying MetroFibre client for 3 years and have always paid my account in full and on time. Unfortunately, the moment I experienced a problem, the service and accountability completely disappeared.
My connection was suddenly disconnected. When I requested assistance, technicians came out and advised that ants had damaged the fibre cable. The cable in question was installed outside my gate on my wall — not inside my home and not within an area under my control. I was then told that I am liable for the repair costs.
I strongly dispute this. I did not interfere with, damage, alter, or expose the cable in any way. The issue is environmental in nature. Infrastructure installed externally should be properly protected by the installer or network operator. Environmental exposure cannot reasonably be classified as negligence on the homeowner’s part.
What is most disappointing is that I have now been without WiFi for 8 days. Each time I follow up, I am told the matter has been “escalated to management,” yet no one has contacted me. No resolution. No accountability. Just silence.
After three years of loyal payment and support, instead of assistance, I am being asked to cover costs for infrastructure placed outside my premises. It feels less like customer support and more like an attempt to shift responsibility and recover money from a customer.
Very disappointing experience. I expected better professionalism, communication, and fairness.
Thank you for bringing your concerns to our attention and for outlining the details of your experience.
Your loyalty over the past three years, as well as your consistent payment history, is fully acknowledged and appreciated. Experiencing a prolonged service interruption—especially for eight days—after such a track record is understandably frustrating.
With regard to the fibre damage, we understand your position concerning the cable being installed externally and not within your direct control. Matters involving environmental damage and external infrastructure responsibility require careful technical and contractual review. Your dispute has therefore been escalated for reassessment to ensure that all factors, including installation location and protection standards, are properly considered before any determination is finalised.
The lack of feedback following escalation is also noted. Escalations should result in proactive communication and clear next steps, and this standard has not been met in your case. Immediate follow-up has been initiated to ensure that management reviews the matter urgently and that direct feedback is provided to you without further delay.
Restoring your service and reaching a fair resolution remain the priority. A dedicated team member will be assigned to provide you with a concrete update on both the service restoration timeline and the repair cost assessment.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
Thank you for bringing your concerns to our attention and for outlining the details of your experience.
Your loyalty over the past three years, as well as your consistent payment history, is fully acknowledged and appreciated. Experiencing a prolonged service interruption—especially for eight days—after such a track record is understandably frustrating.
With regard to the fibre damage, we understand your position concerning the cable being installed externally and not within your direct control. Matters involving environmental damage and external infrastructure responsibility require careful technical and contractual review. Your dispute has therefore been escalated for reassessment to ensure that all factors, including installation location and protection standards, are properly considered before any determination is finalised.
The lack of feedback following escalation is also noted. Escalations should result in proactive communication and clear next steps, and this standard has not been met in your case. Immediate follow-up has been initiated to ensure that management reviews the matter urgently and that direct feedback is provided to you without further delay.
Restoring your service and reaching a fair resolution remain the priority. A dedicated team member will be assigned to provide you with a concrete update on both the service restoration timeline and the repair cost assessment.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team