Lack of accountability and urgency

I recently contacted them with regards to changing my address for my WiFi connection. I made prior arrangements with them (a whole month before the time) to change address. I am now sitting with no internet for the past 6 days.

Every time you contact them, they blame it on vumatel. They told me to wait 48 hours and it would be sorted. After the 48 hours, I still had no internet connection. When I contacted them again, they said that there was an issue still with vumatel. They told me to wait another 48 hours. This has now become ridiculous

No one seems to have a sense of urgency. I had to contact vumatel myself to try and speed up the process. Why MetroFibre couldn’t do this, it’s beyond me.

They are fast to call when you need to pay them but do not have the sense of urgency to assist. I’ve never had a problem with them until now. When you ask the relevant questions, staff cannot answer you accordingly.

I was told by the vumatel personal that I could still keep the same package but now MetroFibre is telling me that I have to upgrade. This is the kind of service that would make me reconsider a different service provider.