1 reviews | Active since Apr 2025
If I could give zero stars it would be too many.
In the middle of March 2025 I informed Metrofibre of the change of my address and I filled in the required form and also provided the supporting documents. The activation date of the change of address was confirmed as being Saturday, 29 March 2025. On the 29th of March I plugged in the router and noticed that it is not connecting, and I informed them of same. I was informed that a technician needs to visit our new address for a new installation. On Monday, 31 March 2025 a subcontractor called me to book an appointment for the installation, however Metrofibre provided them with our old address and therefore they could not fulfill our appointment until Metrofibre provide them with the correct address (a basic administration function in my mind).
Fast-forward to Thursday 3 April 2025, we have now been six days without wifi. A service we pay for but not receiving at all. I have reached out via email, Facebook, Instagram, WhatsApp and their call centre line. The only thing their good at is forwarding and escalating emails with no actual results. I have been told that a technician will call me for the installation to no avail.
Their service is appalling to say the least.
Thank you for bringing this matter to our attention.
We understand the frustration caused by the delay in your service installation, and we are taking immediate steps to address the issue. To ensure that this matter is resolved as quickly as possible, we will escalate your case to the relevant department, which will assist you urgently in facilitating the installation at your new address.
Please rest assured that we are committed to resolving this and will continue to keep you updated on the progress.
If you have any further concerns in the meantime, please feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
We understand the frustration caused by the delay in your service installation, and we are taking immediate steps to address the issue. To ensure that this matter is resolved as quickly as possible, we will escalate your case to the relevant department, which will assist you urgently in facilitating the installation at your new address.
Please rest assured that we are committed to resolving this and will continue to keep you updated on the progress.
If you have any further concerns in the meantime, please feel free to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I am unsure whether I can trust anything coming from Metrofibre. As you can see with the screenshots below, I have been promised since Monday that the matter is escalated and 'urgently' processed. Just all lies being told to sooth the customer.
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I am unsure whether I can trust anything coming from Metrofibre. As you can see with the screenshots below, I have been promised since Monday that the matter is escalated and 'urgently' processed. Just all lies being told to sooth the customer.
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image.png 38.26 KB
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I understand your concerns regarding the communication from Metrofibre, and I am closely monitoring the situation to ensure we get a resolution as quickly as possible. Rest assured, we are not taking this matter lightly, and I will continue to push for a timely response.
I understand your concerns regarding the communication from Metrofibre, and I am closely monitoring the situation to ensure we get a resolution as quickly as possible. Rest assured, we are not taking this matter lightly, and I will continue to push for a timely response.