TM
Tinyiku M
1 reviews | Active since Feb 2020
02 Jan 2026, 19:56
Metrofibre after sales support is Trash
I have been with the service provide since 2021 and always their technical support guys keep dropping the ball when there are issues with the router.
I have been without internet for over 72 hours with no proper commitment or indication as to when my issues will be resolved and yet expected to pay without fail.
This is truly unacceptable, I am so disappointed with the poor service I am getting especially after been with them for so many years.
I lodged tickets daily since the 30th and all i keep getting told is that i should unplug and plug my router again even thou its clear its not working. This has trully inconvenienced me
I have not been able to work since the 30th and expressed this frustration continuously with them and requested urgent assistance but as always it lands on deaf ears
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
02 Jan 2026, 20:03Dear Tinyiku
Thank you for taking the time to share your experience and for outlining the challenges you have faced. Your concerns regarding the prolonged loss of connectivity, repeated troubleshooting steps, and the impact this has had on your ability to work are fully noted.
Your feedback regarding the lack of clear timelines, ownership, and effective resolution has been escalated for immediate review. The matter requires focused technical intervention beyond standard router resets, and appropriate action is being prioritised to identify and address the root cause of the fault.
We also acknowledge the disruption this has caused to your work and daily activities. This experience has been recorded for internal review to ensure accountability and to prevent a recurrence of such service failures.
Further communication will follow with concrete updates and next steps. Your continued engagement is appreciated, and this matter is receiving the necessary attention to bring it to a resolution.
Kind regards,
Sibonisile
MetroFibre After-Sales Support
Thank you for taking the time to share your experience and for outlining the challenges you have faced. Your concerns regarding the prolonged loss of connectivity, repeated troubleshooting steps, and the impact this has had on your ability to work are fully noted.
Your feedback regarding the lack of clear timelines, ownership, and effective resolution has been escalated for immediate review. The matter requires focused technical intervention beyond standard router resets, and appropriate action is being prioritised to identify and address the root cause of the fault.
We also acknowledge the disruption this has caused to your work and daily activities. This experience has been recorded for internal review to ensure accountability and to prevent a recurrence of such service failures.
Further communication will follow with concrete updates and next steps. Your continued engagement is appreciated, and this matter is receiving the necessary attention to bring it to a resolution.
Kind regards,
Sibonisile
MetroFibre After-Sales Support
MetroFibre Networx's reply02 Jan 2026, 20:03
Official
Dear Tinyiku
Thank you for taking the time to share your experience and for outlining the challenges you have faced. Your concerns regarding the prolonged loss of connectivity, repeated troubleshooting steps, and the impact this has had on your ability to work are fully noted.
Your feedback regarding the lack of clear timelines, ownership, and effective resolution has been escalated for immediate review. The matter requires focused technical intervention beyond standard router resets, and appropriate action is being prioritised to identify and address the root cause of the fault.
We also acknowledge the disruption this has caused to your work and daily activities. This experience has been recorded for internal review to ensure accountability and to prevent a recurrence of such service failures.
Further communication will follow with concrete updates and next steps. Your continued engagement is appreciated, and this matter is receiving the necessary attention to bring it to a resolution.
Kind regards,
Sibonisile
MetroFibre After-Sales Support
Thank you for taking the time to share your experience and for outlining the challenges you have faced. Your concerns regarding the prolonged loss of connectivity, repeated troubleshooting steps, and the impact this has had on your ability to work are fully noted.
Your feedback regarding the lack of clear timelines, ownership, and effective resolution has been escalated for immediate review. The matter requires focused technical intervention beyond standard router resets, and appropriate action is being prioritised to identify and address the root cause of the fault.
We also acknowledge the disruption this has caused to your work and daily activities. This experience has been recorded for internal review to ensure accountability and to prevent a recurrence of such service failures.
Further communication will follow with concrete updates and next steps. Your continued engagement is appreciated, and this matter is receiving the necessary attention to bring it to a resolution.
Kind regards,
Sibonisile
MetroFibre After-Sales Support
TM
Tinyiku M's updateReviewer Update
02 Jan 2026, 21:33This should not have escalated this far to begin with and based on the reviews I see, it seems Metrofibres standard has dropped over the years and should it persist in future I have no choice but to look for an alternative way of connecting as i cannot continue in this manner.
This issue is long overdue and has affected my ability to provide a service to my employer severely.
Professionalism should always be number 1 for all customers
This issue is long overdue and has affected my ability to provide a service to my employer severely.
Professionalism should always be number 1 for all customers
TM
Tinyiku M's update02 Jan 2026, 21:33
Reviewer Update
This should not have escalated this far to begin with and based on the reviews I see, it seems Metrofibres standard has dropped over the years and should it persist in future I have no choice but to look for an alternative way of connecting as i cannot continue in this manner.
This issue is long overdue and has affected my ability to provide a service to my employer severely.
Professionalism should always be number 1 for all customers
This issue is long overdue and has affected my ability to provide a service to my employer severely.
Professionalism should always be number 1 for all customers
MetroFibre Networx's replyOfficial
04 Jan 2026, 11:49Good day Tinyiku
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced. This matter should indeed not have escalated to this extent, and we fully acknowledge the impact it had on your ability to perform your duties professionally.
We would like to confirm that your service has now been fully restored. Please monitor the connection and do not hesitate to advise us should you experience any further issues, as we would like to address them promptly.
Your feedback regarding our standards and professionalism is noted and taken seriously. We continuously strive to improve our service delivery, and comments such as yours are valuable in helping us identify areas that require attention.
Thank you for your patience, and we appreciate the opportunity to have resolved this matter.
Kind regards
Phindile Msokwini
Customer Complaints & Escalations Team Leader
Metrofibre Networx
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced. This matter should indeed not have escalated to this extent, and we fully acknowledge the impact it had on your ability to perform your duties professionally.
We would like to confirm that your service has now been fully restored. Please monitor the connection and do not hesitate to advise us should you experience any further issues, as we would like to address them promptly.
Your feedback regarding our standards and professionalism is noted and taken seriously. We continuously strive to improve our service delivery, and comments such as yours are valuable in helping us identify areas that require attention.
Thank you for your patience, and we appreciate the opportunity to have resolved this matter.
Kind regards
Phindile Msokwini
Customer Complaints & Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's reply04 Jan 2026, 11:49
Official
Good day Tinyiku
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced. This matter should indeed not have escalated to this extent, and we fully acknowledge the impact it had on your ability to perform your duties professionally.
We would like to confirm that your service has now been fully restored. Please monitor the connection and do not hesitate to advise us should you experience any further issues, as we would like to address them promptly.
Your feedback regarding our standards and professionalism is noted and taken seriously. We continuously strive to improve our service delivery, and comments such as yours are valuable in helping us identify areas that require attention.
Thank you for your patience, and we appreciate the opportunity to have resolved this matter.
Kind regards
Phindile Msokwini
Customer Complaints & Escalations Team Leader
Metrofibre Networx
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced. This matter should indeed not have escalated to this extent, and we fully acknowledge the impact it had on your ability to perform your duties professionally.
We would like to confirm that your service has now been fully restored. Please monitor the connection and do not hesitate to advise us should you experience any further issues, as we would like to address them promptly.
Your feedback regarding our standards and professionalism is noted and taken seriously. We continuously strive to improve our service delivery, and comments such as yours are valuable in helping us identify areas that require attention.
Thank you for your patience, and we appreciate the opportunity to have resolved this matter.
Kind regards
Phindile Msokwini
Customer Complaints & Escalations Team Leader
Metrofibre Networx