B
Brian
1 reviews | Active since Oct 2022
28 Dec 2025, 21:43
Inefficient
I logged a fault with Web Africa / MetroFibre on 17 December and today is 28 December - the issue is still not resolved and I still have no internet…yet I’m fully paid up. I have had no internet access for almost two weeks. What’s even more frustrating is the lack of urgency, communication and accountability and just pure efficiency. I have followed up multiple times and received nothing but delays, automated responses, or silence. No clear updates, no resolution timeline just incompetence passed between Web Africa and MetroFibre
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
28 Dec 2025, 21:47Dear Brian
Thank you for your detailed feedback. The extended delay in resolving your fault.
The lack of timely updates, clear ownership, and resolution timelines has added to the inconvenience, and this is not the level of service expected. Your concern is being reviewed with urgency, and the matter is being escalated to both the internal support team and MetroFibre for immediate action.
We are actively investigating the root cause of the delay and will provide a direct update with a clear next step and timeline as soon as possible. Improved communication and accountability are being enforced to ensure this matter is driven to resolution without further handovers or delays.
Thank you for your continued patience while this is addressed. You will be contacted with progress updates as the escalation proceeds.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your detailed feedback. The extended delay in resolving your fault.
The lack of timely updates, clear ownership, and resolution timelines has added to the inconvenience, and this is not the level of service expected. Your concern is being reviewed with urgency, and the matter is being escalated to both the internal support team and MetroFibre for immediate action.
We are actively investigating the root cause of the delay and will provide a direct update with a clear next step and timeline as soon as possible. Improved communication and accountability are being enforced to ensure this matter is driven to resolution without further handovers or delays.
Thank you for your continued patience while this is addressed. You will be contacted with progress updates as the escalation proceeds.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply28 Dec 2025, 21:47
Official
Dear Brian
Thank you for your detailed feedback. The extended delay in resolving your fault.
The lack of timely updates, clear ownership, and resolution timelines has added to the inconvenience, and this is not the level of service expected. Your concern is being reviewed with urgency, and the matter is being escalated to both the internal support team and MetroFibre for immediate action.
We are actively investigating the root cause of the delay and will provide a direct update with a clear next step and timeline as soon as possible. Improved communication and accountability are being enforced to ensure this matter is driven to resolution without further handovers or delays.
Thank you for your continued patience while this is addressed. You will be contacted with progress updates as the escalation proceeds.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your detailed feedback. The extended delay in resolving your fault.
The lack of timely updates, clear ownership, and resolution timelines has added to the inconvenience, and this is not the level of service expected. Your concern is being reviewed with urgency, and the matter is being escalated to both the internal support team and MetroFibre for immediate action.
We are actively investigating the root cause of the delay and will provide a direct update with a clear next step and timeline as soon as possible. Improved communication and accountability are being enforced to ensure this matter is driven to resolution without further handovers or delays.
Thank you for your continued patience while this is addressed. You will be contacted with progress updates as the escalation proceeds.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
B
Brian's updateReviewer Update
29 Dec 2025, 17:42Yesterday you called me and shifted the blame to Web Africa, yet they confirm that the issue lies with you. Why was my service suspended if I had paid? To add to this insult, I’m told this may take up to 48 working hours. I’m beyond ****ed off at this. I’ll not stop publicly complaining until this is fixed or I’m cancelling my contract
B
Brian's update29 Dec 2025, 17:42
Reviewer Update
Yesterday you called me and shifted the blame to Web Africa, yet they confirm that the issue lies with you. Why was my service suspended if I had paid? To add to this insult, I’m told this may take up to 48 working hours. I’m beyond ****ed off at this. I’ll not stop publicly complaining until this is fixed or I’m cancelling my contract
MetroFibre Networx's replyOfficial
29 Dec 2025, 17:49Good day,As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply29 Dec 2025, 17:49
Official
Good day,As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
B
Brian's updateReviewer Update
30 Dec 2025, 18:50This is an update to my previous complaint. Despite raising this issue on 17 December and escalating it multiple times since, the problem remains unresolved. I am still without internet access, I am still being billed, and there has been no meaningful progress or accountability from either Web Africa or MetroFibre. Promises of follow-ups and resolution have come and gone with nothing to show for it. I’m livid and will be lodging a complaint to ICASA.
B
Brian's update30 Dec 2025, 18:50
Reviewer Update
This is an update to my previous complaint. Despite raising this issue on 17 December and escalating it multiple times since, the problem remains unresolved. I am still without internet access, I am still being billed, and there has been no meaningful progress or accountability from either Web Africa or MetroFibre. Promises of follow-ups and resolution have come and gone with nothing to show for it. I’m livid and will be lodging a complaint to ICASA.
MetroFibre Networx's replyOfficial
30 Dec 2025, 19:05Good day,
As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 Dec 2025, 19:05
Official
Good day,
As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations
As referenced in the email sent to you earlier, proof has been provided confirming that the service was cancelled and deactivated by your ISP, not Metrofibre. Metrofibre does not suspend or manage accounts that do not belong to our network. Each ISP operates independently using its own CRM and billing systems.
The service deactivation occurred 18/12/2025 at the ISP level, which explains the loss of connectivity despite payment being made. While Metrofibre provides the physical infrastructure, account status, billing validation, and service activation or suspension are managed directly by the ISP.
That said, we acknowledge the frustration caused by the conflicting information you received and the disruption revealed by this situation.
Kindly contact them, as they are your main point of contact, and you are signed up through them.
Kind Regards
Sibonisile
MetroFibre Complaints & Escalations