JP
Jacques P
1 reviews | Active since Apr 2021
28 Oct 2023, 09:51
Metro Fibre ISP will not allow you to use your own route
Metro Fibre ISP will not allow you to use your own router and their router is *******. I work in the IT sector and require a far more advanced and secure router with features not provided by their router. What's more, their router has tr-069 remote management enabled which means, that even if their router supports my needs, it would be a security risk to add my VPN credentials to the router as they could see the details.
Their service has been amazing though.
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Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
30 Oct 2023, 11:52Dear Jacques
Thank you for your feedback and for choosing MetroFibre as your internet service provider. We value your input and want to address your concerns regarding the use of an alternative router for our service.
Thank you for your feedback and for choosing MetroFibre as your internet service provider. We value your input and want to address your concerns regarding the use of an alternative router for our service.
We appreciate your extensive IT background and your desire for a router that meets your specific requirements. However, we would like to provide some insights into why we have certain restrictions in place concerning the use of alternative routers.
Security Concerns:
Device Security: MetroFibre takes data security and client privacy very seriously. Our supp**** router undergoes rigorous security testing and is designed to be secure by default. Using an alternative router, especially one not vetted by our team, can pose security risks, as it may not have the same level of security features and may not receive automatic security updates.
Device Management: Tr-069 remote management is an important tool for us to ensure the proper functioning and security of our provided router. Allowing external parties to make configuration changes to the router could compromise its security and stability, which is why we disable customer access to this feature.
Service and Support:
Using an alternative router would limit our ability to provide comprehensive support and troubleshooting. Our service and support teams are trained to work with our supp**** router, which enables us to quickly address and resolve any issues you might encounter. With an alternative router, we may not have the same level of insight or control.
Using an alternative router would limit our ability to provide comprehensive support and troubleshooting. Our service and support teams are trained to work with our supp**** router, which enables us to quickly address and resolve any issues you might encounter. With an alternative router, we may not have the same level of insight or control.
While we understand your desire for advanced router features, we must balance this with our responsibility to provide a secure, stable, and well-supported internet service to all our clients.
We want to assure you that our aim is to offer the best possible service to meet your connectivity needs.
Thank you for your understanding, and we look forward to working with you to ensure your internet experience meets your expectations.
Kind Regards
Marilize
Kind Regards
Marilize
MetroFibre Networx's reply30 Oct 2023, 11:52
Official
Dear Jacques
Thank you for your feedback and for choosing MetroFibre as your internet service provider. We value your input and want to address your concerns regarding the use of an alternative router for our service.
Thank you for your feedback and for choosing MetroFibre as your internet service provider. We value your input and want to address your concerns regarding the use of an alternative router for our service.
We appreciate your extensive IT background and your desire for a router that meets your specific requirements. However, we would like to provide some insights into why we have certain restrictions in place concerning the use of alternative routers.
Security Concerns:
Device Security: MetroFibre takes data security and client privacy very seriously. Our supp**** router undergoes rigorous security testing and is designed to be secure by default. Using an alternative router, especially one not vetted by our team, can pose security risks, as it may not have the same level of security features and may not receive automatic security updates.
Device Management: Tr-069 remote management is an important tool for us to ensure the proper functioning and security of our provided router. Allowing external parties to make configuration changes to the router could compromise its security and stability, which is why we disable customer access to this feature.
Service and Support:
Using an alternative router would limit our ability to provide comprehensive support and troubleshooting. Our service and support teams are trained to work with our supp**** router, which enables us to quickly address and resolve any issues you might encounter. With an alternative router, we may not have the same level of insight or control.
Using an alternative router would limit our ability to provide comprehensive support and troubleshooting. Our service and support teams are trained to work with our supp**** router, which enables us to quickly address and resolve any issues you might encounter. With an alternative router, we may not have the same level of insight or control.
While we understand your desire for advanced router features, we must balance this with our responsibility to provide a secure, stable, and well-supported internet service to all our clients.
We want to assure you that our aim is to offer the best possible service to meet your connectivity needs.
Thank you for your understanding, and we look forward to working with you to ensure your internet experience meets your expectations.
Kind Regards
Marilize
Kind Regards
Marilize
JP
Jacques P's updateReviewer Update
30 Oct 2023, 12:02Dear Marilize,
I sincerely appreciate your prompt response.
It is with great disappointment that I find myself in this current predicament, and I wish that such conditions were explicitly stated within your application documents.
I must express my regret in conveying that if I am unable to utilize my personal router, I will be compelled to seek services from an alternative Internet Service Provider and fibre provider.
Furthermore, following my recent connection last week, a regional outage has resulted in a complete lack of internet access since Saturday at 12:15 pm. While your support team has been commendably responsive, it appears that your technicians have been relatively sluggish in resolving these issues.
Should I decide to terminate my subscription with your service at this juncture, could you kindly clarify whether there would be any applicable cancellation fees, considering the substantial lack of service since my initial subscription?
I look forward to your prompt assistance in resolving these matters.
Sincerely
I sincerely appreciate your prompt response.
It is with great disappointment that I find myself in this current predicament, and I wish that such conditions were explicitly stated within your application documents.
I must express my regret in conveying that if I am unable to utilize my personal router, I will be compelled to seek services from an alternative Internet Service Provider and fibre provider.
Furthermore, following my recent connection last week, a regional outage has resulted in a complete lack of internet access since Saturday at 12:15 pm. While your support team has been commendably responsive, it appears that your technicians have been relatively sluggish in resolving these issues.
Should I decide to terminate my subscription with your service at this juncture, could you kindly clarify whether there would be any applicable cancellation fees, considering the substantial lack of service since my initial subscription?
I look forward to your prompt assistance in resolving these matters.
Sincerely
JP
Jacques P's update30 Oct 2023, 12:02
Reviewer Update
Dear Marilize,
I sincerely appreciate your prompt response.
It is with great disappointment that I find myself in this current predicament, and I wish that such conditions were explicitly stated within your application documents.
I must express my regret in conveying that if I am unable to utilize my personal router, I will be compelled to seek services from an alternative Internet Service Provider and fibre provider.
Furthermore, following my recent connection last week, a regional outage has resulted in a complete lack of internet access since Saturday at 12:15 pm. While your support team has been commendably responsive, it appears that your technicians have been relatively sluggish in resolving these issues.
Should I decide to terminate my subscription with your service at this juncture, could you kindly clarify whether there would be any applicable cancellation fees, considering the substantial lack of service since my initial subscription?
I look forward to your prompt assistance in resolving these matters.
Sincerely
I sincerely appreciate your prompt response.
It is with great disappointment that I find myself in this current predicament, and I wish that such conditions were explicitly stated within your application documents.
I must express my regret in conveying that if I am unable to utilize my personal router, I will be compelled to seek services from an alternative Internet Service Provider and fibre provider.
Furthermore, following my recent connection last week, a regional outage has resulted in a complete lack of internet access since Saturday at 12:15 pm. While your support team has been commendably responsive, it appears that your technicians have been relatively sluggish in resolving these issues.
Should I decide to terminate my subscription with your service at this juncture, could you kindly clarify whether there would be any applicable cancellation fees, considering the substantial lack of service since my initial subscription?
I look forward to your prompt assistance in resolving these matters.
Sincerely
JP
Jacques P's updateReviewer Update
30 Oct 2023, 12:18Moreover, I would like to underscore that while I have confidence in your commitment to ensuring security, I have concerns regarding the potential risk associated with granting control of my router to your team. Specifically, my apprehension stems from the possibility that any individuals with access on your end could potentially obtain my VPN credentials, which poses a significant security vulnerability. Given my professional obligations to prominent financial institutions and telecommunication companies in our nation, safeguarding their sensitive information is of utmost importance, and any compromise in security measures is a critical matter.
In addition to these security considerations, it is worth noting that your router does not possess the necessary functionalities to meet my specific requirements.
In addition to these security considerations, it is worth noting that your router does not possess the necessary functionalities to meet my specific requirements.
JP
Jacques P's update30 Oct 2023, 12:18
Reviewer Update
Moreover, I would like to underscore that while I have confidence in your commitment to ensuring security, I have concerns regarding the potential risk associated with granting control of my router to your team. Specifically, my apprehension stems from the possibility that any individuals with access on your end could potentially obtain my VPN credentials, which poses a significant security vulnerability. Given my professional obligations to prominent financial institutions and telecommunication companies in our nation, safeguarding their sensitive information is of utmost importance, and any compromise in security measures is a critical matter.
In addition to these security considerations, it is worth noting that your router does not possess the necessary functionalities to meet my specific requirements.
In addition to these security considerations, it is worth noting that your router does not possess the necessary functionalities to meet my specific requirements.
JP
Jacques P's updateReviewer Update
30 Oct 2023, 20:37Unbelievable Ineptitude and Apathy from MFN!
To the so-called "support" team at MFN,
I am utterly disgusted by the abysmal level of service I have received from your company. It is with sheer frustration that I take to this platform to express my exasperation and disappointment with the utter incompetence that seems to be the hallmark of your support team.
After enduring what felt like an eternity of an area-wide outage, which, might I add, took an unacceptable amount of time to be resolved, I am appalled to discover that even after the purported resolution, my line is still DOWN. How is it possible that despite numerous complaints and pleas, your team continues to disregard my concerns?
I explicitly communicated on MULTIPLE occasions that it was the LAN light that was DEAD, not the PON light. However, it seems like even the most elementary understanding of customer complaints is beyond the grasp of your team. Meanwhile, my neighbor, who happens to be your client as well, has had a seamless internet connection throughout this whole debacle. How can you possibly justify this glaring discrepancy in your service provision?
Your nonchalant attitude and blatant disregard for your customers are beyond comprehension. I have never encountered such a level of apathy and ineptitude from any service provider in my entire life. It is utterly appalling that a company that claims to provide essential services could fail so miserably in meeting the most basic customer expectations.
Do you even comprehend the impact of your incompetence on my work, my livelihood, and my everyday life? It seems evident that your team is too busy twiddling their thumbs and shrugging their shoulders to comprehend the gravity of the situation.
Your lack of responsibility and failure to deliver even a modicum of effective support is not just disappointing; it is downright insulting. I demand an immediate resolution to this issue, and I expect a comprehensive explanation for the gross mishandling of this entire situation.
Consider this a warning that if this matter is not addressed with the urgency and seriousness it demands, I will have no choice but to take further action, which might include seeking legal advice and exploring alternative service providers.
I sincerely hope that someone in your company possesses the professionalism and decency to rectify this matter swiftly. However, given my experiences thus far, I am not holding my breath.
To the so-called "support" team at MFN,
I am utterly disgusted by the abysmal level of service I have received from your company. It is with sheer frustration that I take to this platform to express my exasperation and disappointment with the utter incompetence that seems to be the hallmark of your support team.
After enduring what felt like an eternity of an area-wide outage, which, might I add, took an unacceptable amount of time to be resolved, I am appalled to discover that even after the purported resolution, my line is still DOWN. How is it possible that despite numerous complaints and pleas, your team continues to disregard my concerns?
I explicitly communicated on MULTIPLE occasions that it was the LAN light that was DEAD, not the PON light. However, it seems like even the most elementary understanding of customer complaints is beyond the grasp of your team. Meanwhile, my neighbor, who happens to be your client as well, has had a seamless internet connection throughout this whole debacle. How can you possibly justify this glaring discrepancy in your service provision?
Your nonchalant attitude and blatant disregard for your customers are beyond comprehension. I have never encountered such a level of apathy and ineptitude from any service provider in my entire life. It is utterly appalling that a company that claims to provide essential services could fail so miserably in meeting the most basic customer expectations.
Do you even comprehend the impact of your incompetence on my work, my livelihood, and my everyday life? It seems evident that your team is too busy twiddling their thumbs and shrugging their shoulders to comprehend the gravity of the situation.
Your lack of responsibility and failure to deliver even a modicum of effective support is not just disappointing; it is downright insulting. I demand an immediate resolution to this issue, and I expect a comprehensive explanation for the gross mishandling of this entire situation.
Consider this a warning that if this matter is not addressed with the urgency and seriousness it demands, I will have no choice but to take further action, which might include seeking legal advice and exploring alternative service providers.
I sincerely hope that someone in your company possesses the professionalism and decency to rectify this matter swiftly. However, given my experiences thus far, I am not holding my breath.
JP
Jacques P's update30 Oct 2023, 20:37
Reviewer Update
Unbelievable Ineptitude and Apathy from MFN!
To the so-called "support" team at MFN,
I am utterly disgusted by the abysmal level of service I have received from your company. It is with sheer frustration that I take to this platform to express my exasperation and disappointment with the utter incompetence that seems to be the hallmark of your support team.
After enduring what felt like an eternity of an area-wide outage, which, might I add, took an unacceptable amount of time to be resolved, I am appalled to discover that even after the purported resolution, my line is still DOWN. How is it possible that despite numerous complaints and pleas, your team continues to disregard my concerns?
I explicitly communicated on MULTIPLE occasions that it was the LAN light that was DEAD, not the PON light. However, it seems like even the most elementary understanding of customer complaints is beyond the grasp of your team. Meanwhile, my neighbor, who happens to be your client as well, has had a seamless internet connection throughout this whole debacle. How can you possibly justify this glaring discrepancy in your service provision?
Your nonchalant attitude and blatant disregard for your customers are beyond comprehension. I have never encountered such a level of apathy and ineptitude from any service provider in my entire life. It is utterly appalling that a company that claims to provide essential services could fail so miserably in meeting the most basic customer expectations.
Do you even comprehend the impact of your incompetence on my work, my livelihood, and my everyday life? It seems evident that your team is too busy twiddling their thumbs and shrugging their shoulders to comprehend the gravity of the situation.
Your lack of responsibility and failure to deliver even a modicum of effective support is not just disappointing; it is downright insulting. I demand an immediate resolution to this issue, and I expect a comprehensive explanation for the gross mishandling of this entire situation.
Consider this a warning that if this matter is not addressed with the urgency and seriousness it demands, I will have no choice but to take further action, which might include seeking legal advice and exploring alternative service providers.
I sincerely hope that someone in your company possesses the professionalism and decency to rectify this matter swiftly. However, given my experiences thus far, I am not holding my breath.
To the so-called "support" team at MFN,
I am utterly disgusted by the abysmal level of service I have received from your company. It is with sheer frustration that I take to this platform to express my exasperation and disappointment with the utter incompetence that seems to be the hallmark of your support team.
After enduring what felt like an eternity of an area-wide outage, which, might I add, took an unacceptable amount of time to be resolved, I am appalled to discover that even after the purported resolution, my line is still DOWN. How is it possible that despite numerous complaints and pleas, your team continues to disregard my concerns?
I explicitly communicated on MULTIPLE occasions that it was the LAN light that was DEAD, not the PON light. However, it seems like even the most elementary understanding of customer complaints is beyond the grasp of your team. Meanwhile, my neighbor, who happens to be your client as well, has had a seamless internet connection throughout this whole debacle. How can you possibly justify this glaring discrepancy in your service provision?
Your nonchalant attitude and blatant disregard for your customers are beyond comprehension. I have never encountered such a level of apathy and ineptitude from any service provider in my entire life. It is utterly appalling that a company that claims to provide essential services could fail so miserably in meeting the most basic customer expectations.
Do you even comprehend the impact of your incompetence on my work, my livelihood, and my everyday life? It seems evident that your team is too busy twiddling their thumbs and shrugging their shoulders to comprehend the gravity of the situation.
Your lack of responsibility and failure to deliver even a modicum of effective support is not just disappointing; it is downright insulting. I demand an immediate resolution to this issue, and I expect a comprehensive explanation for the gross mishandling of this entire situation.
Consider this a warning that if this matter is not addressed with the urgency and seriousness it demands, I will have no choice but to take further action, which might include seeking legal advice and exploring alternative service providers.
I sincerely hope that someone in your company possesses the professionalism and decency to rectify this matter swiftly. However, given my experiences thus far, I am not holding my breath.