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Nicolan T

1 reviews | Active since Sept 2020

28 Apr 2025, 13:28

Metro fibre please activate my account

I've app**** for metro fibre on 13 April 2025 and it's now 28 April 2025 and my account is still not activated Ive contacted metro fibre numerous times and was told that the maintenance department will activate my account or they will send out a technician but this is a new account and it's a new installation that took place on the Friday the router was installed and the box outside fitted I was told that metro fibre just needs to activate my account so I've called the call centre waste 45 minutes of my airtime and still I'm not activated sent numerous emails was told that I would be activated in an hour but nothing as been done please metro fire go back and playback all the calls that I've made to your call centre and please hold someone accountable for your **** service if I had known that activation would be such a long process I would have never cancelled my previous internet service provider.Metro fibre maintenance team really drags their feet to help customers that pay for a service but they can't deliver the results

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Replies (13)
MetroFibre Networx
MetroFibre Networx's reply28 Apr 2025, 17:19
Official
Good Day

Thank you for reaching out and for your continued patience throughout this process.

We acknowledge the frustration you've experienced and truly understand how important it is to have your service up and running, especially after multiple attempts to resolve the issue. Please rest assured that your booking has been confirmed for tomorrow morning, 28 April 2025. A technician will assist and ensure your service is fully activated.

Your feedback regarding the delays and communication has been noted, and it’s clear that the experience has not met your expectations. We are addressing this internally to ensure better handling moving forward.

Thank you for bringing this to our attention. We look forward to resolving the matter for you tomorrow.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations

NT
Nicolan T's update29 Apr 2025, 13:00
Reviewer Update
Hi Sibonsile your technicians did come to my place at 9:30 am today guess what I'm still not activated they checked the fibre box that was installed and told me that they need to link it up to a fibre line close by and that was 3 hours ago and I asked the guy if I would be activated today and he said no it could take a few daysso now your technicians disappeared for over 3 hours and never notify me of what's going on so now I'm still stuck with no fibre and absolutely no work has been done and time wasted
MetroFibre Networx
MetroFibre Networx's reply29 Apr 2025, 13:43
Official
Dear Nicolan

Thank you for your patience.

Please be advised that your query has been escalated by our technicians for further attention. A team member will be in contact with you shortly to assist and ensure the matter is resolved as soon as possible.

Should you have any additional questions in the meantime, please don’t hesitate to reach out.

Kind regards,
Siboniso
MetroFibre Complaints & Escalations
NT
Nicolan T's update29 Apr 2025, 13:45
Reviewer Update
Phoned your call centre now was dropped by your agent's twice spoke to a 3rd agent said he will escalate it to your activations department I sent a WhatsApp message and they said the router is still not discoverable by metro fibre and I must wait another 3 to 4 working days what the hell is going on with metro fibre and activations is it so difficult to activate a customer and as for the technicians that you sent out is still missing and it's going for 4 hours and counting still no feedback from them looks like I'll probably be activated in the next 2 months if I'm lucky because clearly you have *********** technicians contracted to metro fibre that doesn't even have a clue to what's going on the application was done on the 13 April 2025 and I'm still not activated and we going into may in a couple of days because I was told that a technician would be sent out in 3 to 4 working days yoh this is so frustrating I would never ever recommend metro fibre to anyone because they take ages to activate the account and have *********** installers to do the job
NT
Nicolan T's update29 Apr 2025, 13:47
Reviewer Update
Your useless technicians came out to my place and did absolutely nothing
MetroFibre Networx
MetroFibre Networx's reply29 Apr 2025, 13:57
Official
Thank you for bringing this to our attention. We completely understand how frustrating this experience has been, and we acknowledge that the delay and lack of communication have not met the standard you rightly expect.

Please be assured that your issue has been urgently escalated, and a technician has been scheduled to reattend to resolve the matter. Our team also actively engages with the activations department to ensure the router is correctly discovered and your service is brought online as soon as possible.

We recognize that you've been waiting far too long since your initial application on 13 April, and this ongoing delay is not acceptable. Your feedback is being taken seriously, and we are working to correct the situation.

Thank you for your patience — we are treating this with the priority it deserves.
NT
Nicolan T's update29 Apr 2025, 14:45
Reviewer Update
Hi nobody from your team as contacted me so far regarding as to when my account will be activated it will be the second time that a technician would be sent out to my place because clearly today was just a waste of my time because your so called technicians did absolutely nothing because I'm still not activated and metro fibre still can't pick up my router so now I have to wait for another set of technicians to be sent out I don't know if they would be able to sort out the issue and I don't know how many more working days I need to wait for
MetroFibre Networx
MetroFibre Networx's reply29 Apr 2025, 16:05
Official
Our technicians will assist as soon as possible. Your query is being prioritised.


NT
Nicolan T's update30 Apr 2025, 05:10
Reviewer Update
Hi Sibonsile I trust you are well just wanted to let you know that nobody from metro fibre has contacted me regarding the technician coming to my place to sort out this issue it's been a few days after I've been liaising with you and the problem is still not resolved and it's been a few weeks that I've not been activated tomorrow is a public holiday and I know your technicians don't work can you please atleast send someone out today to sort out this issue I don't know what else to do or who else I could reach out to sort out this problem it's not a difficult job the router just needs to be linked up so that metro fibre can activate it's something so minor but it takes ages to get resolved please I ask again and again can you send a technician out today to resolve this issue
MetroFibre Networx
MetroFibre Networx's reply30 Apr 2025, 07:06
Official
Good day

Our maintenance team has advised that a technician will attend today.


NT
Nicolan T's update30 Apr 2025, 10:50
Reviewer Update
Hi Sibonsile your technicians came out to my place took pictures of the box and left the box opened even left Thier tester equipment behind and disappeared for over an hour now please check with your support team I've sent an email with pictures of the box left opened
NT
Nicolan T's update30 Apr 2025, 10:50
Reviewer Update
And my router is still not activated
MetroFibre Networx
MetroFibre Networx's reply30 Apr 2025, 13:14
Official
Good Day

Your service has now been activated.

Thank you for your patience and we once again apologise for the delay.