CM
Caswell M
1 reviews | Active since Sept 2017
10 May 2025, 07:55
Metrofibre and WebAfrica’s customer service is poor
I'm writing to express my frustration with the fibre internet installation service provided by WebAfrica and Metrofibre . Despite ordering and paying for the service, including a courier fee of R250, there has been no installation or feedback from your team. According to your representative, WebAfrica is waiting on Metrofibre, and I was told it would only take 3-5 business days. However, it's now day 5, and I still haven't received any updates or installation. I'm extremely disappointed with the lack of communication and the delay in installation. As a paying customer, I expect a better level of service.
Helpful (0)
Replies (12)0
Replies (12)
MetroFibre Networx's replyOfficial
10 May 2025, 08:15Dear Bridget Molokomme
Thank you for reaching out and for sharing your concerns.
We understand the inconvenience this delay and lack of communication has caused, especially after your payment and expectations were clearly set. Your experience is not the standard we aim to uphold, and we appreciate you bringing it to our attention.
Please note that we are escalating this matter to the relevant department for urgent attention. A representative will reach out to you shortly with an update and to assist with getting the installation process back on track.
We appreciate your patience and the opportunity to address this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and for sharing your concerns.
We understand the inconvenience this delay and lack of communication has caused, especially after your payment and expectations were clearly set. Your experience is not the standard we aim to uphold, and we appreciate you bringing it to our attention.
Please note that we are escalating this matter to the relevant department for urgent attention. A representative will reach out to you shortly with an update and to assist with getting the installation process back on track.
We appreciate your patience and the opportunity to address this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply10 May 2025, 08:15
Official
Dear Bridget Molokomme
Thank you for reaching out and for sharing your concerns.
We understand the inconvenience this delay and lack of communication has caused, especially after your payment and expectations were clearly set. Your experience is not the standard we aim to uphold, and we appreciate you bringing it to our attention.
Please note that we are escalating this matter to the relevant department for urgent attention. A representative will reach out to you shortly with an update and to assist with getting the installation process back on track.
We appreciate your patience and the opportunity to address this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and for sharing your concerns.
We understand the inconvenience this delay and lack of communication has caused, especially after your payment and expectations were clearly set. Your experience is not the standard we aim to uphold, and we appreciate you bringing it to our attention.
Please note that we are escalating this matter to the relevant department for urgent attention. A representative will reach out to you shortly with an update and to assist with getting the installation process back on track.
We appreciate your patience and the opportunity to address this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
CM
Caswell M's updateReviewer Update
10 May 2025, 09:33It’s gonna take another week for you and WebAfrica to get back to me, how can an address availability take this long.
CM
Caswell M's update10 May 2025, 09:33
Reviewer Update
It’s gonna take another week for you and WebAfrica to get back to me, how can an address availability take this long.
MetroFibre Networx's replyOfficial
10 May 2025, 09:46Dear Bridget Molokomme,
Thank you for taking my call earlier.
As discussed, we kindly ask that you contact WebAfrica directly, as they are your service provider and will be able to assist you further with the address availability and next steps. We understand the delays have been frustrating and appreciate your patience thus far.
Should you need any input from our side once they’ve responded, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking my call earlier.
As discussed, we kindly ask that you contact WebAfrica directly, as they are your service provider and will be able to assist you further with the address availability and next steps. We understand the delays have been frustrating and appreciate your patience thus far.
Should you need any input from our side once they’ve responded, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply10 May 2025, 09:46
Official
Dear Bridget Molokomme,
Thank you for taking my call earlier.
As discussed, we kindly ask that you contact WebAfrica directly, as they are your service provider and will be able to assist you further with the address availability and next steps. We understand the delays have been frustrating and appreciate your patience thus far.
Should you need any input from our side once they’ve responded, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking my call earlier.
As discussed, we kindly ask that you contact WebAfrica directly, as they are your service provider and will be able to assist you further with the address availability and next steps. We understand the delays have been frustrating and appreciate your patience thus far.
Should you need any input from our side once they’ve responded, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
CM
Caswell M's updateReviewer Update
14 May 2025, 08:57Good day, I’m still waiting for a call to schedule installation. I don’t think 5 business days is realistic because I’ve waited for so long. And the router was delivered
CM
Caswell M's update14 May 2025, 08:57
Reviewer Update
Good day, I’m still waiting for a call to schedule installation. I don’t think 5 business days is realistic because I’ve waited for so long. And the router was delivered
CM
Caswell M's updateReviewer Update
14 May 2025, 08:58And your WhatsApp is useless because you don’t answer.
CM
Caswell M's update14 May 2025, 08:58
Reviewer Update
And your WhatsApp is useless because you don’t answer.
MetroFibre Networx's replyOfficial
14 May 2025, 09:12Dear Bridget Molokomme
Thank you for bringing your experience to our attention.
We understand the frustration caused by the delay, especially given that your router has already been delivered. Your feedback regarding our WhatsApp communication is noted, and we regret that it did not meet your expectations.
Please be assured that your matter has been escalated to the relevant team for urgent follow-up. We recognize that the current timeline has not aligned with your expectations, and we are committed to resolving this without further delay.
We appreciate your continued patience and the opportunity to make this right.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for bringing your experience to our attention.
We understand the frustration caused by the delay, especially given that your router has already been delivered. Your feedback regarding our WhatsApp communication is noted, and we regret that it did not meet your expectations.
Please be assured that your matter has been escalated to the relevant team for urgent follow-up. We recognize that the current timeline has not aligned with your expectations, and we are committed to resolving this without further delay.
We appreciate your continued patience and the opportunity to make this right.
Kind regards,KoketsoMetroFibre Complaints & Escalations
MetroFibre Networx's reply14 May 2025, 09:12
Official
Dear Bridget Molokomme
Thank you for bringing your experience to our attention.
We understand the frustration caused by the delay, especially given that your router has already been delivered. Your feedback regarding our WhatsApp communication is noted, and we regret that it did not meet your expectations.
Please be assured that your matter has been escalated to the relevant team for urgent follow-up. We recognize that the current timeline has not aligned with your expectations, and we are committed to resolving this without further delay.
We appreciate your continued patience and the opportunity to make this right.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for bringing your experience to our attention.
We understand the frustration caused by the delay, especially given that your router has already been delivered. Your feedback regarding our WhatsApp communication is noted, and we regret that it did not meet your expectations.
Please be assured that your matter has been escalated to the relevant team for urgent follow-up. We recognize that the current timeline has not aligned with your expectations, and we are committed to resolving this without further delay.
We appreciate your continued patience and the opportunity to make this right.
Kind regards,KoketsoMetroFibre Complaints & Escalations
CM
Caswell M's updateReviewer Update
14 May 2025, 09:16Please don’t tell me about escalating the matter, but tell me when will you come and install my router. Your service is pathetic, everything takes long
CM
Caswell M's update14 May 2025, 09:16
Reviewer Update
Please don’t tell me about escalating the matter, but tell me when will you come and install my router. Your service is pathetic, everything takes long
MetroFibre Networx's replyOfficial
14 May 2025, 09:32Dear Bridget Molokomme
Thank you for your feedback.
We understand the importance of getting your service up and running, and we acknowledge the delays you’ve experienced. Please note that our team will be in touch shortly to schedule a booking for the installation. You will receive a confirmed date and time directly from them.
We’re committed to resolving this as promptly as possible and appreciate your continued patience.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for your feedback.
We understand the importance of getting your service up and running, and we acknowledge the delays you’ve experienced. Please note that our team will be in touch shortly to schedule a booking for the installation. You will receive a confirmed date and time directly from them.
We’re committed to resolving this as promptly as possible and appreciate your continued patience.
Kind regards,KoketsoMetroFibre Complaints & Escalations
MetroFibre Networx's reply14 May 2025, 09:32
Official
Dear Bridget Molokomme
Thank you for your feedback.
We understand the importance of getting your service up and running, and we acknowledge the delays you’ve experienced. Please note that our team will be in touch shortly to schedule a booking for the installation. You will receive a confirmed date and time directly from them.
We’re committed to resolving this as promptly as possible and appreciate your continued patience.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for your feedback.
We understand the importance of getting your service up and running, and we acknowledge the delays you’ve experienced. Please note that our team will be in touch shortly to schedule a booking for the installation. You will receive a confirmed date and time directly from them.
We’re committed to resolving this as promptly as possible and appreciate your continued patience.
Kind regards,KoketsoMetroFibre Complaints & Escalations
CM
Caswell M's updateReviewer Update
14 May 2025, 10:52I’m still waiting?
CM
Caswell M's update14 May 2025, 10:52
Reviewer Update
I’m still waiting?
MetroFibre Networx's replyOfficial
14 May 2025, 11:14Dear Bridget Molokomme,
Thank you for your message.
We understand that you’re still awaiting feedback, and we truly recognize how frustrating delays can be. Please rest assured that your matter is receiving attention, and our team will be in touch shortly with an update.
We appreciate your continued patience and the opportunity to assist you.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for your message.
We understand that you’re still awaiting feedback, and we truly recognize how frustrating delays can be. Please rest assured that your matter is receiving attention, and our team will be in touch shortly with an update.
We appreciate your continued patience and the opportunity to assist you.
Kind regards,KoketsoMetroFibre Complaints & Escalations
MetroFibre Networx's reply14 May 2025, 11:14
Official
Dear Bridget Molokomme,
Thank you for your message.
We understand that you’re still awaiting feedback, and we truly recognize how frustrating delays can be. Please rest assured that your matter is receiving attention, and our team will be in touch shortly with an update.
We appreciate your continued patience and the opportunity to assist you.
Kind regards,KoketsoMetroFibre Complaints & Escalations
Thank you for your message.
We understand that you’re still awaiting feedback, and we truly recognize how frustrating delays can be. Please rest assured that your matter is receiving attention, and our team will be in touch shortly with an update.
We appreciate your continued patience and the opportunity to assist you.
Kind regards,KoketsoMetroFibre Complaints & Escalations
CM
Caswell M's updateReviewer Update
15 May 2025, 14:28Everyday is a delay, today the guy who was supposed to install the router came in the morning for to install them he tells me that there cable was cut and he will escalate it to the maintenance guys. I receive a call from maintenance and the schedule the call for today 14:30pm the when they supposed to come they call again saying they made a mistake, they gonna come tomorrow at 12pm, which is not within 24hrs that I was told they would come. I’m tired of metrofibre and their pathetic service. Delay after delay after delay
CM
Caswell M's update15 May 2025, 14:28
Reviewer Update
Everyday is a delay, today the guy who was supposed to install the router came in the morning for to install them he tells me that there cable was cut and he will escalate it to the maintenance guys. I receive a call from maintenance and the schedule the call for today 14:30pm the when they supposed to come they call again saying they made a mistake, they gonna come tomorrow at 12pm, which is not within 24hrs that I was told they would come. I’m tired of metrofibre and their pathetic service. Delay after delay after delay
MetroFibre Networx's replyOfficial
15 May 2025, 15:27Dear Bridget
We sincerely apologise for the repeated delays you’ve experienced and the frustration this has caused.
Please rest assured that we have escalated your concerns and are closely monitoring the matter. The technician has been scheduled to attend to the issue as discussed, and we are committed to ensuring that the problem is resolved and your service is fully activated during their visit.
Thank you for your continued patience. Should you need any further assistance, please do not hesitate to reach out.
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
We sincerely apologise for the repeated delays you’ve experienced and the frustration this has caused.
Please rest assured that we have escalated your concerns and are closely monitoring the matter. The technician has been scheduled to attend to the issue as discussed, and we are committed to ensuring that the problem is resolved and your service is fully activated during their visit.
Thank you for your continued patience. Should you need any further assistance, please do not hesitate to reach out.
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
MetroFibre Networx's reply15 May 2025, 15:27
Official
Dear Bridget
We sincerely apologise for the repeated delays you’ve experienced and the frustration this has caused.
Please rest assured that we have escalated your concerns and are closely monitoring the matter. The technician has been scheduled to attend to the issue as discussed, and we are committed to ensuring that the problem is resolved and your service is fully activated during their visit.
Thank you for your continued patience. Should you need any further assistance, please do not hesitate to reach out.
Kind regards,
Siboniso
MetroFibre Complaints & Escalations
We sincerely apologise for the repeated delays you’ve experienced and the frustration this has caused.
Please rest assured that we have escalated your concerns and are closely monitoring the matter. The technician has been scheduled to attend to the issue as discussed, and we are committed to ensuring that the problem is resolved and your service is fully activated during their visit.
Thank you for your continued patience. Should you need any further assistance, please do not hesitate to reach out.
Kind regards,
Siboniso
MetroFibre Complaints & Escalations