Hellopeter
Share Your Experience
MS
Maruis S

1 reviews | Active since Oct 2011

27 Jun 2021, 15:59

MetroFiber best effort is almost no effort

I wish I could publish images. We are in the Emalahleni Witbank area. After the first few days of excellent service after joining MetroFiber we were experiencing 50mbps upload and download internationally but as of last week on a 50 mbps line we get 0.4 to .08 mbps download on international sites where it use to be 40 mbps to 50 mbps depending on the time. Interestingly enough uploads are stable between 45 mbps and 50 mbps. This performance drop is found for local sites as well. Upload speed as expected but download speed pathetic! We left our previous ISP because MetroFiber assured us they will give use the same service. After the fact MetroFiber can't "guarantee" what you pay for but 0.4 mbps on a 50 mbps is hardly what I would call "best effort". Even ****** useless Telkom outperforms that! Now try and get some answers from MetroFiber. Please do. The fact that peoples livelihoods depend on the service also doesn't seem not to phase MetroFiber. They can't tell you what is wrong or when the problem will be resolved. My wife asked me to move back to our previous ISP and since MetroFiber can't deliver, I believe they are in breach of contract. I now have to consider reinstalling networking infrastructure that was removed based on MetroFiber's assurances. Is this how MetroFiber operates? I am very disappointed.

0
Replies (3)
MetroFibre Networx
MetroFibre Networx's reply29 Jun 2021, 08:48
Official
 Good morning Marius,

Thank you for your message.

Kindly send us your full names, cell number, residential address as well as ISP account number and ticket number so that we can escalate the problem to the correct department.

Thank you,
The MetroFibre Team 
MS
Maruis S's update30 Jun 2021, 08:12
Reviewer Update
We were lead on to believe that this is a well know regional problem here in Emalahleni which would have been sorted out within no given timeframe but your response indicates that you have no knowledge of this. Guess we will just add it to the list of stories we have already been told. As you can gather this has been reported numerous times and "escalated" to the point where "a team has been dispatched to Emalahleni to investigate". I'm going to assume that never happened. Forgive me for not getting exited for yet another report and "escalation". We will report it... again. Never thought that Telkom would outperform another company on internet speed. I am horrified to think that I might actually have to do business with Telkom again. On a side note, after reporting this problem a few times we were informed that the line would be upgraded at no additional cost from 50mbps to 100mbps within 3 to 5 working days. I assume this was to buy some time or to dangle a carrot in front of the customer. Unsurprisingly this also never came to pass. Are we seeing a trend here? Anyway. I advised my wife to buy some 4G airtime for a MTN ****le for her video siting with the Russians today. Will be looking into a 5G device as well. I'd even consider OpenView's internet offering if I knew it was stable, consistent and actually delivered on what was promised. Interesting how one must pay for what was promised yet when the service provider under delivers you are still forced to pay for promised service levels. Why is that? Seriously, if you buy a cake from me and I only deliver half a cake but still demanded full payment would you be happy?
MetroFibre Networx
MetroFibre Networx's reply04 Nov 2021, 14:04
Official
Good day,

We trust you are well.

We do apologise for all the inconvenience caused.

Kindly advise of you are still experiencing any connection issues for us to assist accordingly.

Kind Regards
MetroFibre