CS
Cielie S
1 reviews | Active since Sept 2025
17 Apr 2026, 20:34
Issue not resolved for 2 months and now the problem is worse
Been struggling to get my vpn sorted out for 2 months. When doing hotspot via my phone through mtn, it works perfectly. Go back to MetroFibre and it disconnect immediately. Suddenly after laying complaint, my whatsapp call was cut. That was after 4pm on 17the of April, since then unable to stream on my tv or do whatsapp calls. I reported it but ever since no contact from anyone. Logged more tickets today via email and the app. I phoned customer service at 7pm tonight and still waiting for a call back, it is now 20:30. Right through the day been sending whatsapps to support and not a single reply. Since last night the router is showing a blue light but it is not discoverable to connect to.
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
17 Apr 2026, 20:40Dear Cielie Schmahl
Thank you for bringing this to our attention.
We understand how concerning it is to experience ongoing issues over such an extended period, especially when it is now affecting multiple services, including VPN access, streaming, and calls. The lack of feedback and delayed responses you’ve experienced is not in line with the level of service we aim to provide.
Your matter is being escalated as a priority to the relevant technical team for urgent investigation. This includes reviewing the VPN-related connectivity, the recent service disruption, and the current router status. Immediate attention is being requested to restore your connection and ensure stability.
We are also addressing the communication delays internally to ensure you receive the support expected.
Further updates will be shared as soon as progress is made. Should you have any additional details or recent changes, please feel free to share them to assist with the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand how concerning it is to experience ongoing issues over such an extended period, especially when it is now affecting multiple services, including VPN access, streaming, and calls. The lack of feedback and delayed responses you’ve experienced is not in line with the level of service we aim to provide.
Your matter is being escalated as a priority to the relevant technical team for urgent investigation. This includes reviewing the VPN-related connectivity, the recent service disruption, and the current router status. Immediate attention is being requested to restore your connection and ensure stability.
We are also addressing the communication delays internally to ensure you receive the support expected.
Further updates will be shared as soon as progress is made. Should you have any additional details or recent changes, please feel free to share them to assist with the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply17 Apr 2026, 20:40
Official
Dear Cielie Schmahl
Thank you for bringing this to our attention.
We understand how concerning it is to experience ongoing issues over such an extended period, especially when it is now affecting multiple services, including VPN access, streaming, and calls. The lack of feedback and delayed responses you’ve experienced is not in line with the level of service we aim to provide.
Your matter is being escalated as a priority to the relevant technical team for urgent investigation. This includes reviewing the VPN-related connectivity, the recent service disruption, and the current router status. Immediate attention is being requested to restore your connection and ensure stability.
We are also addressing the communication delays internally to ensure you receive the support expected.
Further updates will be shared as soon as progress is made. Should you have any additional details or recent changes, please feel free to share them to assist with the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this to our attention.
We understand how concerning it is to experience ongoing issues over such an extended period, especially when it is now affecting multiple services, including VPN access, streaming, and calls. The lack of feedback and delayed responses you’ve experienced is not in line with the level of service we aim to provide.
Your matter is being escalated as a priority to the relevant technical team for urgent investigation. This includes reviewing the VPN-related connectivity, the recent service disruption, and the current router status. Immediate attention is being requested to restore your connection and ensure stability.
We are also addressing the communication delays internally to ensure you receive the support expected.
Further updates will be shared as soon as progress is made. Should you have any additional details or recent changes, please feel free to share them to assist with the investigation.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
CS
Cielie S's updateReviewer Update
17 Apr 2026, 20:45The wrong technician was sent to come fix my connection that is completely down but that is not what I reported for over 2 months.
CS
Cielie S's update17 Apr 2026, 20:45
Reviewer Update
The wrong technician was sent to come fix my connection that is completely down but that is not what I reported for over 2 months.
CS
Cielie S's updateReviewer Update
18 Apr 2026, 13:18Good day. I'm still waiting for my issue to be resolved. Only got an email at 8:22am this morning telling met to reset the beacon 2. I've done so and still the it is not appearing on devices to connect to.
Until I can connect, I can't check if my issue with von and streaming is resolved.
This issue already cost me R1500 in data the lat 3 days.
Until I can connect, I can't check if my issue with von and streaming is resolved.
This issue already cost me R1500 in data the lat 3 days.
CS
Cielie S's update18 Apr 2026, 13:18
Reviewer Update
Good day. I'm still waiting for my issue to be resolved. Only got an email at 8:22am this morning telling met to reset the beacon 2. I've done so and still the it is not appearing on devices to connect to.
Until I can connect, I can't check if my issue with von and streaming is resolved.
This issue already cost me R1500 in data the lat 3 days.
Until I can connect, I can't check if my issue with von and streaming is resolved.
This issue already cost me R1500 in data the lat 3 days.
CS
Cielie S's updateReviewer Update
18 Apr 2026, 16:53Still not helped
CS
Cielie S's update18 Apr 2026, 16:53
Reviewer Update
Still not helped
CS
Cielie S's updateReviewer Update
19 Apr 2026, 13:38Another day later and still not helped
CS
Cielie S's update19 Apr 2026, 13:38
Reviewer Update
Another day later and still not helped