LM
Lizzy M
1 reviews | Active since Sept 2020
31 May 2026, 08:54
Lack of communication consistent
Dear Customer Service Team,
I am writing to formally lodge a complaint regarding the ongoing internet service disruptions I have experienced. Since yesterday, our internet connection has been completely unavailable and, at the time of writing, the issue remains unresolved.
Unfortunately, this is not an isolated incident. Similar service interruptions occur frequently, yet customers are rarely informed in advance of any planned maintenance, outages, or network issues. The lack of communication is both frustrating and unprofessional.
As someone who works from home, reliable internet access is essential. Due to this outage, I was unable to perform my work duties yesterday, resulting in significant inconvenience and disruption to my productivity. I am paying for a service that I expect to be dependable, and the current level of service falls far below acceptable standards.
I request an urgent update regarding the cause of this outage, the expected resolution time, and the measures your company intends to implement to prevent such recurring issues. I would also appreciate an explanation as to why customers were not notified of the disruption beforehand.
I trust that this matter will receive your immediate attention and that steps will be taken to improve both service reliability and customer communication going forward.
I look forward to your prompt response.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
31 May 2026, 22:04Dear Lizzy Mojapelo
Thank you for taking the time to share your concerns with us.
We understand the frustration and inconvenience caused by the recent service interruption, particularly given your reliance on a stable internet connection for working from home. We also acknowledge your concerns regarding the recurring nature of these disruptions and the lack of communication surrounding network-related issues.
Your feedback regarding service reliability and customer communication has been noted and will be escalated to the relevant teams for review. We recognize the importance of keeping customers informed and understand the impact that unexpected outages can have on both productivity and daily activities.
We are currently investigating the matter and will request an update regarding the cause of the outage and any available restoration information. Your concerns about preventing similar occurrences in the future have also been raised with the appropriate department.
Thank you for bringing this matter to our attention. We appreciate your patience while the investigation is underway and will provide feedback as soon as additional information becomes available.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your concerns with us.
We understand the frustration and inconvenience caused by the recent service interruption, particularly given your reliance on a stable internet connection for working from home. We also acknowledge your concerns regarding the recurring nature of these disruptions and the lack of communication surrounding network-related issues.
Your feedback regarding service reliability and customer communication has been noted and will be escalated to the relevant teams for review. We recognize the importance of keeping customers informed and understand the impact that unexpected outages can have on both productivity and daily activities.
We are currently investigating the matter and will request an update regarding the cause of the outage and any available restoration information. Your concerns about preventing similar occurrences in the future have also been raised with the appropriate department.
Thank you for bringing this matter to our attention. We appreciate your patience while the investigation is underway and will provide feedback as soon as additional information becomes available.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply31 May 2026, 22:04
Official
Dear Lizzy Mojapelo
Thank you for taking the time to share your concerns with us.
We understand the frustration and inconvenience caused by the recent service interruption, particularly given your reliance on a stable internet connection for working from home. We also acknowledge your concerns regarding the recurring nature of these disruptions and the lack of communication surrounding network-related issues.
Your feedback regarding service reliability and customer communication has been noted and will be escalated to the relevant teams for review. We recognize the importance of keeping customers informed and understand the impact that unexpected outages can have on both productivity and daily activities.
We are currently investigating the matter and will request an update regarding the cause of the outage and any available restoration information. Your concerns about preventing similar occurrences in the future have also been raised with the appropriate department.
Thank you for bringing this matter to our attention. We appreciate your patience while the investigation is underway and will provide feedback as soon as additional information becomes available.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your concerns with us.
We understand the frustration and inconvenience caused by the recent service interruption, particularly given your reliance on a stable internet connection for working from home. We also acknowledge your concerns regarding the recurring nature of these disruptions and the lack of communication surrounding network-related issues.
Your feedback regarding service reliability and customer communication has been noted and will be escalated to the relevant teams for review. We recognize the importance of keeping customers informed and understand the impact that unexpected outages can have on both productivity and daily activities.
We are currently investigating the matter and will request an update regarding the cause of the outage and any available restoration information. Your concerns about preventing similar occurrences in the future have also been raised with the appropriate department.
Thank you for bringing this matter to our attention. We appreciate your patience while the investigation is underway and will provide feedback as soon as additional information becomes available.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
LM
Lizzy M's updateReviewer Update
01 Jun 2026, 06:11No feedback as yet and still no connection and am expected to start working
LM
Lizzy M's update01 Jun 2026, 06:11
Reviewer Update
No feedback as yet and still no connection and am expected to start working
MetroFibre Networx's replyOfficial
01 Jun 2026, 08:13Dear Lizzy,
Thank you for your feedback, and please accept our sincere apologies for the continued disruption to your service and the inconvenience this has caused.
We would like to provide an update that fault ticket *** has been assigned to a field technician for investigation and resolution. The assigned technician will be in direct contact with you to arrange a suitable appointment for attendance and further troubleshooting of the fault affecting your service.
We understand the impact that this outage has had, particularly as you rely on your internet connection for work purposes, and we appreciate your patience while arrangements are being made.
Please be assured that your fault remains a priority, and we will continue to monitor the matter until service has been successfully restored.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your feedback, and please accept our sincere apologies for the continued disruption to your service and the inconvenience this has caused.
We would like to provide an update that fault ticket *** has been assigned to a field technician for investigation and resolution. The assigned technician will be in direct contact with you to arrange a suitable appointment for attendance and further troubleshooting of the fault affecting your service.
We understand the impact that this outage has had, particularly as you rely on your internet connection for work purposes, and we appreciate your patience while arrangements are being made.
Please be assured that your fault remains a priority, and we will continue to monitor the matter until service has been successfully restored.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply01 Jun 2026, 08:13
Official
Dear Lizzy,
Thank you for your feedback, and please accept our sincere apologies for the continued disruption to your service and the inconvenience this has caused.
We would like to provide an update that fault ticket *** has been assigned to a field technician for investigation and resolution. The assigned technician will be in direct contact with you to arrange a suitable appointment for attendance and further troubleshooting of the fault affecting your service.
We understand the impact that this outage has had, particularly as you rely on your internet connection for work purposes, and we appreciate your patience while arrangements are being made.
Please be assured that your fault remains a priority, and we will continue to monitor the matter until service has been successfully restored.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for your feedback, and please accept our sincere apologies for the continued disruption to your service and the inconvenience this has caused.
We would like to provide an update that fault ticket *** has been assigned to a field technician for investigation and resolution. The assigned technician will be in direct contact with you to arrange a suitable appointment for attendance and further troubleshooting of the fault affecting your service.
We understand the impact that this outage has had, particularly as you rely on your internet connection for work purposes, and we appreciate your patience while arrangements are being made.
Please be assured that your fault remains a priority, and we will continue to monitor the matter until service has been successfully restored.
Best regards,
Marilize
MetroFibre Complaints & Escalations
LM
Lizzy M's updateReviewer Update
01 Jun 2026, 09:07Dear MetroFibre Customer Support,
I am writing to formally express my dissatisfaction regarding the prolonged internet outage affecting my connection.
I have been without internet access for the entire weekend, and the issue remains unresolved. This has caused significant inconvenience, particularly as reliable internet access is essential for my daily activities and responsibilities.
What has made the situation even more frustrating is the difficulty in obtaining assistance. When I contacted your support line, I was only able to interact with an AI assistant. Despite providing my correct account details multiple times, the system repeatedly failed to recognise my information, preventing me from receiving meaningful support. At no stage was I given access to a human representative who could properly investigate and address the issue.
As a paying customer, I expect not only a reliable service but also accessible and effective customer support when problems arise. Being left without internet for several days while being unable to reach a support agent is unacceptable.
I request that this matter be treated as urgent and that the following be provided:
1. An immediate update regarding the cause of the outage.
2. A timeframe for the restoration of services.
3. Confirmation that the issue has been escalated to a technical support team.
4. Consideration of compensation or service credit for the period during which the service has been unavailable.
I look forward to your prompt response and a swift resolution to this matte
I am writing to formally express my dissatisfaction regarding the prolonged internet outage affecting my connection.
I have been without internet access for the entire weekend, and the issue remains unresolved. This has caused significant inconvenience, particularly as reliable internet access is essential for my daily activities and responsibilities.
What has made the situation even more frustrating is the difficulty in obtaining assistance. When I contacted your support line, I was only able to interact with an AI assistant. Despite providing my correct account details multiple times, the system repeatedly failed to recognise my information, preventing me from receiving meaningful support. At no stage was I given access to a human representative who could properly investigate and address the issue.
As a paying customer, I expect not only a reliable service but also accessible and effective customer support when problems arise. Being left without internet for several days while being unable to reach a support agent is unacceptable.
I request that this matter be treated as urgent and that the following be provided:
1. An immediate update regarding the cause of the outage.
2. A timeframe for the restoration of services.
3. Confirmation that the issue has been escalated to a technical support team.
4. Consideration of compensation or service credit for the period during which the service has been unavailable.
I look forward to your prompt response and a swift resolution to this matte
LM
Lizzy M's update01 Jun 2026, 09:07
Reviewer Update
Dear MetroFibre Customer Support,
I am writing to formally express my dissatisfaction regarding the prolonged internet outage affecting my connection.
I have been without internet access for the entire weekend, and the issue remains unresolved. This has caused significant inconvenience, particularly as reliable internet access is essential for my daily activities and responsibilities.
What has made the situation even more frustrating is the difficulty in obtaining assistance. When I contacted your support line, I was only able to interact with an AI assistant. Despite providing my correct account details multiple times, the system repeatedly failed to recognise my information, preventing me from receiving meaningful support. At no stage was I given access to a human representative who could properly investigate and address the issue.
As a paying customer, I expect not only a reliable service but also accessible and effective customer support when problems arise. Being left without internet for several days while being unable to reach a support agent is unacceptable.
I request that this matter be treated as urgent and that the following be provided:
1. An immediate update regarding the cause of the outage.
2. A timeframe for the restoration of services.
3. Confirmation that the issue has been escalated to a technical support team.
4. Consideration of compensation or service credit for the period during which the service has been unavailable.
I look forward to your prompt response and a swift resolution to this matte
I am writing to formally express my dissatisfaction regarding the prolonged internet outage affecting my connection.
I have been without internet access for the entire weekend, and the issue remains unresolved. This has caused significant inconvenience, particularly as reliable internet access is essential for my daily activities and responsibilities.
What has made the situation even more frustrating is the difficulty in obtaining assistance. When I contacted your support line, I was only able to interact with an AI assistant. Despite providing my correct account details multiple times, the system repeatedly failed to recognise my information, preventing me from receiving meaningful support. At no stage was I given access to a human representative who could properly investigate and address the issue.
As a paying customer, I expect not only a reliable service but also accessible and effective customer support when problems arise. Being left without internet for several days while being unable to reach a support agent is unacceptable.
I request that this matter be treated as urgent and that the following be provided:
1. An immediate update regarding the cause of the outage.
2. A timeframe for the restoration of services.
3. Confirmation that the issue has been escalated to a technical support team.
4. Consideration of compensation or service credit for the period during which the service has been unavailable.
I look forward to your prompt response and a swift resolution to this matte