MetroFibre and their partner – Vodacom, demonstrate an appalling lack of care.

MetroFibre and Their Partner – Vodacom – DO NOT CARE.

It has now been 114 hours since we logged Ticket Number 834117 with our service provider, Vodacom. Vodacom then activated the infrastructure provider, MetroFibre. This was on Wednesday, 09 July 2025 at 14:00. It is now Monday, 14 July 2025 at 08:00 – and we still do not have fibre service. Only by late Thursday afternoon did MetroFibre dispatch a Technical Team. After inspecting the installation – both inside and outside our home – the team left without saying a word. No feedback. No explanation. Nothing. They simply vanished. We were left in the dark. Ignored.

First thing Friday morning, we followed up. And it got worse. Both service provider Vodacom and infrastructure provider MetroFibre failed us. Vodacom’s Shafiq had committed to giving us an update by 11:00. He didn’t call. In fact, Shafiq has vanished, too.

We resorted to contacting MetroFibre directly, only to be told the issue requires replacing a “dome.” For this, they need their Maintenance Team to activate downtime in our area. We were informed the issue currently affects four households, and that downtime would impact additional homes and facilities.

That part we understand.

But what we don’t understand is why this downtime can only be activated on Tuesday, 15 July 2025. When asked what “downtime” entails, we were told it involves switching off the fibre supply to a particular area. We’re not fibre experts, but surely that isn’t complicated enough to justify a full week's delay? Are we dumb for thinking this should have been done over the weekend, when most businesses are closed and residents are likely out running errands? It seems like a missed opportunity, and we were met with baseless explanations when we asked why.

Now they’re planning to switch off the grid on Tuesday – a business day. Will they notify the households who will be affected? At the time of writing – they haven’t. So tomorrow, more customers will lose their fibre connection, and they won’t know why.

We arrive at an inescapable conclusion: MetroFibre and their partner, Vodacom, DO NOT CARE.