1 reviews | Active since Oct 2025
Metro no internet and no response
I have a customer that I do support for. Their Cape Town branch has been down for a week after a 50m fibre move in the same complex. Since the move, its gone from a working fibre to not working for over 7 days now. It is a shared service line, So DFA and metro together supply the services. This morning, I logged a call on their online portals for feedback and all I got was an automated response but and then an update saying they will combine the two tickets but no resolve. The link is still down. As an end user and the entity responsible for payment, we have no way or path to talk to the actual provider of the services. The telephone calls go to the NOC but ultimately it is an update but no escalation. The Metro call log is all I have. Ticket 985990 and 988328 To conclude, if you are going to ask them to move a fibre, make sure you have alternative connectivity for a period longer than 7 days, or you will lose customers, sales and money like we are doing now.
Thank you for bringing this matter to our attention and for your continued patience while we work through the ongoing connectivity issue affecting your Cape Town branch. We fully understand the disruption this has caused to your operations and the urgency required to resolve it.
To address this, the matter has now been escalated to the relevant technical and service management teams for immediate review and intervention. We are actively following up with both providers to obtain a confirmed restoration timeline and will continue to provide updates as soon as new information becomes available.
Your business connectivity is of utmost importance to us, and we are committed to seeing this issue resolved as quickly as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention and for your continued patience while we work through the ongoing connectivity issue affecting your Cape Town branch. We fully understand the disruption this has caused to your operations and the urgency required to resolve it.
To address this, the matter has now been escalated to the relevant technical and service management teams for immediate review and intervention. We are actively following up with both providers to obtain a confirmed restoration timeline and will continue to provide updates as soon as new information becomes available.
Your business connectivity is of utmost importance to us, and we are committed to seeing this issue resolved as quickly as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations