JM
Jeremia M
1 reviews | Active since May 2012
03 Mar 2026, 15:57
Lack of service- Poor
I am writing to formally lodge a complaint regarding the handling of my account and internet services. On 2 March 2026 my internet services were disconnected without prior notice. I have since discovered that this was due to a unilateral change in my account reference number, which I was neither informed of nor consented to. I have attempted to resolve this matter by contacting your customer service team multiple times over the past two days, during which I have been placed on hold for excessive periods without receiving any response or call back. This lack of communication and service is unacceptable and an huge inconvenience.
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Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
03 Mar 2026, 16:03Dear Jeremia Mashiane
Thank you for reaching out and providing detailed information regarding your account and service experience. We fully understand how disruptive it is to have your internet disconnected without prior notice, particularly when it stems from a change you were not informed of or did not consent to.
Your experience with long hold times and lack of response is concerning and does not reflect the level of service we strive to provide. We are escalating this matter to our accounts and technical teams to investigate the change in your account reference number and to restore your service as a priority.
We appreciate your patience and the opportunity to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and providing detailed information regarding your account and service experience. We fully understand how disruptive it is to have your internet disconnected without prior notice, particularly when it stems from a change you were not informed of or did not consent to.
Your experience with long hold times and lack of response is concerning and does not reflect the level of service we strive to provide. We are escalating this matter to our accounts and technical teams to investigate the change in your account reference number and to restore your service as a priority.
We appreciate your patience and the opportunity to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply03 Mar 2026, 16:03
Official
Dear Jeremia Mashiane
Thank you for reaching out and providing detailed information regarding your account and service experience. We fully understand how disruptive it is to have your internet disconnected without prior notice, particularly when it stems from a change you were not informed of or did not consent to.
Your experience with long hold times and lack of response is concerning and does not reflect the level of service we strive to provide. We are escalating this matter to our accounts and technical teams to investigate the change in your account reference number and to restore your service as a priority.
We appreciate your patience and the opportunity to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and providing detailed information regarding your account and service experience. We fully understand how disruptive it is to have your internet disconnected without prior notice, particularly when it stems from a change you were not informed of or did not consent to.
Your experience with long hold times and lack of response is concerning and does not reflect the level of service we strive to provide. We are escalating this matter to our accounts and technical teams to investigate the change in your account reference number and to restore your service as a priority.
We appreciate your patience and the opportunity to resolve this matter.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
JM
Jeremia M's updateReviewer Update
03 Mar 2026, 16:08Hi Siblnisile
I wished MetroFibre exercised the very same level of responsiveness to my issue as they do to complaints from this platform. When came I expect resolution to this issue. It has been ongoing for two days with no response from MetroFibre.
I wished MetroFibre exercised the very same level of responsiveness to my issue as they do to complaints from this platform. When came I expect resolution to this issue. It has been ongoing for two days with no response from MetroFibre.
JM
Jeremia M's update03 Mar 2026, 16:08
Reviewer Update
Hi Siblnisile
I wished MetroFibre exercised the very same level of responsiveness to my issue as they do to complaints from this platform. When came I expect resolution to this issue. It has been ongoing for two days with no response from MetroFibre.
I wished MetroFibre exercised the very same level of responsiveness to my issue as they do to complaints from this platform. When came I expect resolution to this issue. It has been ongoing for two days with no response from MetroFibre.
MetroFibre Networx's replyOfficial
03 Mar 2026, 16:09 We are looking into it and will be escalating it immediately.
MetroFibre Networx's reply03 Mar 2026, 16:09
Official
We are looking into it and will be escalating it immediately.
JM
Jeremia M's updateReviewer Update
04 Mar 2026, 15:42The mediocrity continues with this organisation. They have unsuspended and suspended my account for the second time in one day after they have confirmed that the matter has been resolved.
JM
Jeremia M's update04 Mar 2026, 15:42
Reviewer Update
The mediocrity continues with this organisation. They have unsuspended and suspended my account for the second time in one day after they have confirmed that the matter has been resolved.