1 reviews | Active since Aug 2025
Installation problem and no follow-up.
I have submitted my change of adress almost a month ago, Metrofibre has sent a installation technician out to quote, I had to call and ask for the quote atleast 3 times before it was sent which I accepted.
Since then I called for the last two weeks almost every day to get the installation done. Every time I call, the agent says they are prioritizing my case... but two weeks past without any follow-up from Metrofibre's side. I have been sitting without internet I have been paying for for two weeks and not been able to use it.
I cant get work done, Metrofibre keeps calling the old tenants on the property thinking it is me, I did a smooth transfer of the fibre line to my name but it seems their admin is very poor and there is not communication between agents and I have to start the process all over again every time I call a agent.
Really starting to lose hope and I will be submitting my cancelation in the next few days as I am not appreciated as a customer and my problem is not taken seriously.
Lastly, I did a referral which they said it cant load it on their side, so dont expect the compensation they promise.
Thank you for bringing this matter to our attention. We sincerely apologise for the delays and the frustration you have experienced — we fully understand the inconvenience this has caused, especially given the impact on your work and daily connectivity.
Please be assured that your query has been escalated to our Installations Department, and we have requested that they urgently assist and make direct contact with you to arrange and complete the installation at your new address.
We acknowledge that the lack of follow-up and repeated explanations you have had to provide are not the level of service we strive to deliver, and we apologise for this experience. Kindly note that we will actively monitor your query and follow up internally until a resolution is reached, keeping a close eye on progress to ensure this matter is finalised as soon as possible.
Thank you for your patience and for allowing us the opportunity to resolve this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention. We sincerely apologise for the delays and the frustration you have experienced — we fully understand the inconvenience this has caused, especially given the impact on your work and daily connectivity.
Please be assured that your query has been escalated to our Installations Department, and we have requested that they urgently assist and make direct contact with you to arrange and complete the installation at your new address.
We acknowledge that the lack of follow-up and repeated explanations you have had to provide are not the level of service we strive to deliver, and we apologise for this experience. Kindly note that we will actively monitor your query and follow up internally until a resolution is reached, keeping a close eye on progress to ensure this matter is finalised as soon as possible.
Thank you for your patience and for allowing us the opportunity to resolve this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Once my installation is completed, I will accept your apology, as currently I heard "we apologize" for the past two weeks and yet nothing has been done. I am not being unreasonable, but this is the last chance to keep me as a customer.
I wont expect a call on Sunday, but if Metrofibre does not call me to book my installation on Monday, expect my cancelation to be submitted.
I appreciate the feedback Siboniso and a I understand this is not your fault as a individual. But I need my internet or you will lose me a customer.
Once my installation is completed, I will accept your apology, as currently I heard "we apologize" for the past two weeks and yet nothing has been done. I am not being unreasonable, but this is the last chance to keep me as a customer.
I wont expect a call on Sunday, but if Metrofibre does not call me to book my installation on Monday, expect my cancelation to be submitted.
I appreciate the feedback Siboniso and a I understand this is not your fault as a individual. But I need my internet or you will lose me a customer.
Thank you, the above has been noted and the team has been advised.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you, the above has been noted and the team has been advised.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations