BG
Bertus G
1 reviews | Active since Apr 2025
12 Nov 2024, 10:50
Metrofibre blocks streaming sites
My 1st year was excellent, being on the Vuma network, with Metrofibre. Then in March I noticed my firestick streaming began to freeze continuously. This after my contract year were without trouble. I queried it and was told, yes Metrofibre blocks streaming sites, that I have to declare those sites then they will consider unblocking them. Then everything went back to normal, till 3 weeks ago, when the blocking started again. Switching to my 5G phone hotspot, it delivers perfect smooth viewing during the period when wifi is blocked.
Helpful (0)
Replies (14)0
Replies (14)
MetroFibre Networx's replyOfficial
12 Nov 2024, 11:25Dear Bertus,
Thank you for reaching out to us, and we appreciate the time you've taken to provide detailed feedback. I would like to sincerely apologize for the inconvenience and frustration caused by the recent service issues you've experienced.
We're disappointed to hear about the decline in service after a previously smooth experience, and the interruptions to your streaming. Please rest assured that we are actively looking into this matter to identify any potential causes of the blocking you’ve mentioned. Our team will investigate the issue in detail, and we will reach out with an update and any necessary solutions as soon as possible.
Thank you for your patience and for allowing us the opportunity to address this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us, and we appreciate the time you've taken to provide detailed feedback. I would like to sincerely apologize for the inconvenience and frustration caused by the recent service issues you've experienced.
We're disappointed to hear about the decline in service after a previously smooth experience, and the interruptions to your streaming. Please rest assured that we are actively looking into this matter to identify any potential causes of the blocking you’ve mentioned. Our team will investigate the issue in detail, and we will reach out with an update and any necessary solutions as soon as possible.
Thank you for your patience and for allowing us the opportunity to address this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply12 Nov 2024, 11:25
Official
Dear Bertus,
Thank you for reaching out to us, and we appreciate the time you've taken to provide detailed feedback. I would like to sincerely apologize for the inconvenience and frustration caused by the recent service issues you've experienced.
We're disappointed to hear about the decline in service after a previously smooth experience, and the interruptions to your streaming. Please rest assured that we are actively looking into this matter to identify any potential causes of the blocking you’ve mentioned. Our team will investigate the issue in detail, and we will reach out with an update and any necessary solutions as soon as possible.
Thank you for your patience and for allowing us the opportunity to address this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out to us, and we appreciate the time you've taken to provide detailed feedback. I would like to sincerely apologize for the inconvenience and frustration caused by the recent service issues you've experienced.
We're disappointed to hear about the decline in service after a previously smooth experience, and the interruptions to your streaming. Please rest assured that we are actively looking into this matter to identify any potential causes of the blocking you’ve mentioned. Our team will investigate the issue in detail, and we will reach out with an update and any necessary solutions as soon as possible.
Thank you for your patience and for allowing us the opportunity to address this.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
BG
Bertus G's updateReviewer Update
13 Nov 2024, 09:18Unfortunately, feedback without action doesn't resolve my situation. To get a stereotype response of, have you done a speedtest, from support on a matter that has progressed so far beyond basic error finding, just proofs to me either the incompetence and/or casual way of dealing with complex matters. Until there's NO SUPERVISION and/or MANAGEMENT involvement, your service will remain mediocre and below par.
BG
Bertus G's update13 Nov 2024, 09:18
Reviewer Update
Unfortunately, feedback without action doesn't resolve my situation. To get a stereotype response of, have you done a speedtest, from support on a matter that has progressed so far beyond basic error finding, just proofs to me either the incompetence and/or casual way of dealing with complex matters. Until there's NO SUPERVISION and/or MANAGEMENT involvement, your service will remain mediocre and below par.
MetroFibre Networx's replyOfficial
13 Nov 2024, 12:46Dear Bertus Geustyn
Thank you for sharing your concerns. I sincerely apologize for the frustration you've experienced thus far and understand your disappointment with the ongoing challenges.
Please rest assured that we’ve escalated your case to a specialized agent who will be taking over to ensure a more thorough and focused resolution. We are committed to providing a solution and have recognized that the issue has gone far beyond basic troubleshooting, which is why we've made this escalation a priority.
Your feedback is invaluable to us, and we take it seriously. We're continuously working to improve both our processes and our service, and I assure you that management will be involved to help ensure that your case is handled with the attention it requires.
Once again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this matter swiftly.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
Thank you for sharing your concerns. I sincerely apologize for the frustration you've experienced thus far and understand your disappointment with the ongoing challenges.
Please rest assured that we’ve escalated your case to a specialized agent who will be taking over to ensure a more thorough and focused resolution. We are committed to providing a solution and have recognized that the issue has gone far beyond basic troubleshooting, which is why we've made this escalation a priority.
Your feedback is invaluable to us, and we take it seriously. We're continuously working to improve both our processes and our service, and I assure you that management will be involved to help ensure that your case is handled with the attention it requires.
Once again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this matter swiftly.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
MetroFibre Networx's reply13 Nov 2024, 12:46
Official
Dear Bertus Geustyn
Thank you for sharing your concerns. I sincerely apologize for the frustration you've experienced thus far and understand your disappointment with the ongoing challenges.
Please rest assured that we’ve escalated your case to a specialized agent who will be taking over to ensure a more thorough and focused resolution. We are committed to providing a solution and have recognized that the issue has gone far beyond basic troubleshooting, which is why we've made this escalation a priority.
Your feedback is invaluable to us, and we take it seriously. We're continuously working to improve both our processes and our service, and I assure you that management will be involved to help ensure that your case is handled with the attention it requires.
Once again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this matter swiftly.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
Thank you for sharing your concerns. I sincerely apologize for the frustration you've experienced thus far and understand your disappointment with the ongoing challenges.
Please rest assured that we’ve escalated your case to a specialized agent who will be taking over to ensure a more thorough and focused resolution. We are committed to providing a solution and have recognized that the issue has gone far beyond basic troubleshooting, which is why we've made this escalation a priority.
Your feedback is invaluable to us, and we take it seriously. We're continuously working to improve both our processes and our service, and I assure you that management will be involved to help ensure that your case is handled with the attention it requires.
Once again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this matter swiftly.
Kind Regards
Sibonisile
MetroFibre Complaints and Escalations
BG
Bertus G's updateReviewer Update
14 Nov 2024, 15:50Since my ticket and after my whatsapp of yesterday morning, NOTHING! Nothing here, nothing telephonically and nothing on my ticket, no emails, just lots of nothingness! Yes, with this faceless anonymous communication on Whatsapp I guess one shouldn't expect a lot. My 1st ticket has not been answered, my emails are just hanging in the wind, promisses made led to nothing, like a fool I wait and expect feedback. Your service is pathetic, at least here I have a place where I can express my dissatisfaction and warn others just how bad your service is. Shame on you
BG
Bertus G's update14 Nov 2024, 15:50
Reviewer Update
Since my ticket and after my whatsapp of yesterday morning, NOTHING! Nothing here, nothing telephonically and nothing on my ticket, no emails, just lots of nothingness! Yes, with this faceless anonymous communication on Whatsapp I guess one shouldn't expect a lot. My 1st ticket has not been answered, my emails are just hanging in the wind, promisses made led to nothing, like a fool I wait and expect feedback. Your service is pathetic, at least here I have a place where I can express my dissatisfaction and warn others just how bad your service is. Shame on you
BG
Bertus G's updateReviewer Update
18 Nov 2024, 19:40As my experience till date, Sibonisile started with a bang but like ALL others faded shortly thereafter! Service as well as support at Metrofibre lacks professionalism and supervision, together with management.
BG
Bertus G's update18 Nov 2024, 19:40
Reviewer Update
As my experience till date, Sibonisile started with a bang but like ALL others faded shortly thereafter! Service as well as support at Metrofibre lacks professionalism and supervision, together with management.
MetroFibre Networx's replyOfficial
18 Nov 2024, 21:03Dear Bertus
Please accept our sincerest apologies for the poor experience you’ve had. We understand how frustrating this situation must be and regret the inconvenience it has caused.
We want to assure you that your query is currently with our OPS team, who are actively investigating the issue. As soon as we receive feedback or additional information from them, we will provide you with an update immediately.
Thank you for your patience and understanding while we work to resolve this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Please accept our sincerest apologies for the poor experience you’ve had. We understand how frustrating this situation must be and regret the inconvenience it has caused.
We want to assure you that your query is currently with our OPS team, who are actively investigating the issue. As soon as we receive feedback or additional information from them, we will provide you with an update immediately.
Thank you for your patience and understanding while we work to resolve this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply18 Nov 2024, 21:03
Official
Dear Bertus
Please accept our sincerest apologies for the poor experience you’ve had. We understand how frustrating this situation must be and regret the inconvenience it has caused.
We want to assure you that your query is currently with our OPS team, who are actively investigating the issue. As soon as we receive feedback or additional information from them, we will provide you with an update immediately.
Thank you for your patience and understanding while we work to resolve this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Please accept our sincerest apologies for the poor experience you’ve had. We understand how frustrating this situation must be and regret the inconvenience it has caused.
We want to assure you that your query is currently with our OPS team, who are actively investigating the issue. As soon as we receive feedback or additional information from them, we will provide you with an update immediately.
Thank you for your patience and understanding while we work to resolve this matter.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
BG
Bertus G's updateReviewer Update
20 Nov 2024, 20:22Ok, after numerous correspondence (email and tickets, Whatsapp and HelloPeter ), everything was ignored by everyone at Metrofibre. I asked repeatedly for professional service, refering to the anonymous communication (no names, no oversight and no management involvement), and after having been blatantly ignored, a super lame effort to close my ticket motivated a unsupervised correspondence like this, "Good day Bertus,
I trust you are well.
Kindly advise if your issue has been resolved.
Thank you.
Metrofibre"
No details, no effort to elaborate on the fault-finding or even on the malicious sabotage of my line by Metrofibre.
This is the most pathetic aftersales service, support I have seen.
Bertus.
I trust you are well.
Kindly advise if your issue has been resolved.
Thank you.
Metrofibre"
No details, no effort to elaborate on the fault-finding or even on the malicious sabotage of my line by Metrofibre.
This is the most pathetic aftersales service, support I have seen.
Bertus.
BG
Bertus G's update20 Nov 2024, 20:22
Reviewer Update
Ok, after numerous correspondence (email and tickets, Whatsapp and HelloPeter ), everything was ignored by everyone at Metrofibre. I asked repeatedly for professional service, refering to the anonymous communication (no names, no oversight and no management involvement), and after having been blatantly ignored, a super lame effort to close my ticket motivated a unsupervised correspondence like this, "Good day Bertus,
I trust you are well.
Kindly advise if your issue has been resolved.
Thank you.
Metrofibre"
No details, no effort to elaborate on the fault-finding or even on the malicious sabotage of my line by Metrofibre.
This is the most pathetic aftersales service, support I have seen.
Bertus.
I trust you are well.
Kindly advise if your issue has been resolved.
Thank you.
Metrofibre"
No details, no effort to elaborate on the fault-finding or even on the malicious sabotage of my line by Metrofibre.
This is the most pathetic aftersales service, support I have seen.
Bertus.
MetroFibre Networx's replyOfficial
20 Nov 2024, 20:56Dear Bertus
We would like to advise you that your query has now been escalated to our management team with urgency for further investigation. They are reviewing the matter to ensure a thorough resolution and to address any shortcomings in our service.
We acknowledge the need for a more detailed and professional approach and are committed to improving your experience with MetroFibre.
You will receive feedback as soon as possible, and we will keep you updated on the progress of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We would like to advise you that your query has now been escalated to our management team with urgency for further investigation. They are reviewing the matter to ensure a thorough resolution and to address any shortcomings in our service.
We acknowledge the need for a more detailed and professional approach and are committed to improving your experience with MetroFibre.
You will receive feedback as soon as possible, and we will keep you updated on the progress of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply20 Nov 2024, 20:56
Official
Dear Bertus
We would like to advise you that your query has now been escalated to our management team with urgency for further investigation. They are reviewing the matter to ensure a thorough resolution and to address any shortcomings in our service.
We acknowledge the need for a more detailed and professional approach and are committed to improving your experience with MetroFibre.
You will receive feedback as soon as possible, and we will keep you updated on the progress of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We would like to advise you that your query has now been escalated to our management team with urgency for further investigation. They are reviewing the matter to ensure a thorough resolution and to address any shortcomings in our service.
We acknowledge the need for a more detailed and professional approach and are committed to improving your experience with MetroFibre.
You will receive feedback as soon as possible, and we will keep you updated on the progress of your query.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
BG
Bertus G's updateReviewer Update
21 Nov 2024, 11:52With this I conclude. I now know that at Metrofibre there are no management, supervision and/or guidance whatsoever. There are NO channels dealing with aftersales service and/or support. Lacking any/all customer service, proven during this blocking/buffering my streams experience. All seems better now, this almost without feedback, if it wasn't for the efforts from Qondile Maswanganyi
Customer Support Representative, the ONLY competent employee at Metrofibre, I would have left long ago. Till date there's NO proof that whatever MF has done to my line causing this, has not just been returned to service, whilst there were no feedback given, at least that's what I believe.
The poor and miserable service I was offered yet again, might be acceptable to MF but I hope non-suspecting customers can now see how bad aftersales service are at MF .
Customer Support Representative, the ONLY competent employee at Metrofibre, I would have left long ago. Till date there's NO proof that whatever MF has done to my line causing this, has not just been returned to service, whilst there were no feedback given, at least that's what I believe.
The poor and miserable service I was offered yet again, might be acceptable to MF but I hope non-suspecting customers can now see how bad aftersales service are at MF .
BG
Bertus G's update21 Nov 2024, 11:52
Reviewer Update
With this I conclude. I now know that at Metrofibre there are no management, supervision and/or guidance whatsoever. There are NO channels dealing with aftersales service and/or support. Lacking any/all customer service, proven during this blocking/buffering my streams experience. All seems better now, this almost without feedback, if it wasn't for the efforts from Qondile Maswanganyi
Customer Support Representative, the ONLY competent employee at Metrofibre, I would have left long ago. Till date there's NO proof that whatever MF has done to my line causing this, has not just been returned to service, whilst there were no feedback given, at least that's what I believe.
The poor and miserable service I was offered yet again, might be acceptable to MF but I hope non-suspecting customers can now see how bad aftersales service are at MF .
Customer Support Representative, the ONLY competent employee at Metrofibre, I would have left long ago. Till date there's NO proof that whatever MF has done to my line causing this, has not just been returned to service, whilst there were no feedback given, at least that's what I believe.
The poor and miserable service I was offered yet again, might be acceptable to MF but I hope non-suspecting customers can now see how bad aftersales service are at MF .
MetroFibre Networx's replyOfficial
21 Nov 2024, 13:32Dear Bertus
Thank you for bringing this matter to our attention.
We have reviewed your concern with our network engineers, who have investigated the issue raised. They have confirmed that the streaming challenges you are experiencing are due to the use of non-officially recognized streaming services.
Please note that MetroFibre's network optimization and support are tailored to ensure seamless streaming on officially recognized platforms such as Netflix, Showmax, and similar services. Unfortunately, we are unable to provide assistance for platforms that fall outside of this scope.
We value your understanding and are here to assist should you have any further questions or if you need support with officially recognized services.
Kind regards,
Phindile
Customer support Team leader
Thank you for bringing this matter to our attention.
We have reviewed your concern with our network engineers, who have investigated the issue raised. They have confirmed that the streaming challenges you are experiencing are due to the use of non-officially recognized streaming services.
Please note that MetroFibre's network optimization and support are tailored to ensure seamless streaming on officially recognized platforms such as Netflix, Showmax, and similar services. Unfortunately, we are unable to provide assistance for platforms that fall outside of this scope.
We value your understanding and are here to assist should you have any further questions or if you need support with officially recognized services.
Kind regards,
Phindile
Customer support Team leader
MetroFibre Networx's reply21 Nov 2024, 13:32
Official
Dear Bertus
Thank you for bringing this matter to our attention.
We have reviewed your concern with our network engineers, who have investigated the issue raised. They have confirmed that the streaming challenges you are experiencing are due to the use of non-officially recognized streaming services.
Please note that MetroFibre's network optimization and support are tailored to ensure seamless streaming on officially recognized platforms such as Netflix, Showmax, and similar services. Unfortunately, we are unable to provide assistance for platforms that fall outside of this scope.
We value your understanding and are here to assist should you have any further questions or if you need support with officially recognized services.
Kind regards,
Phindile
Customer support Team leader
Thank you for bringing this matter to our attention.
We have reviewed your concern with our network engineers, who have investigated the issue raised. They have confirmed that the streaming challenges you are experiencing are due to the use of non-officially recognized streaming services.
Please note that MetroFibre's network optimization and support are tailored to ensure seamless streaming on officially recognized platforms such as Netflix, Showmax, and similar services. Unfortunately, we are unable to provide assistance for platforms that fall outside of this scope.
We value your understanding and are here to assist should you have any further questions or if you need support with officially recognized services.
Kind regards,
Phindile
Customer support Team leader
BG
Bertus G's updateReviewer Update
21 Nov 2024, 14:15...and there we have some response from someone other than the clerks. This after my 1st ticket was opened on 10/11, numerous attempts to get some response and every effort from MF denying having blocked/buffered my streams, with the lame explanation of not having a means to interfere with such streams. I knew it was you all along. Timing however is against me, so let's leave it till year end, as I said,...to be continued!
BG
Bertus G's update21 Nov 2024, 14:15
Reviewer Update
...and there we have some response from someone other than the clerks. This after my 1st ticket was opened on 10/11, numerous attempts to get some response and every effort from MF denying having blocked/buffered my streams, with the lame explanation of not having a means to interfere with such streams. I knew it was you all along. Timing however is against me, so let's leave it till year end, as I said,...to be continued!
BG
Bertus G's updateReviewer Update
21 Nov 2024, 14:29I guess Thobeka was right after all and all who denied my streams blocking claims a bunch of ****s.
BG
Bertus G's update21 Nov 2024, 14:29
Reviewer Update
I guess Thobeka was right after all and all who denied my streams blocking claims a bunch of ****s.
BG
Bertus G's updateReviewer Update
01 Dec 2024, 16:43...and that's it. Continuous denial, lack of management and or supervision, bad service etc has forced me to back out after a nightmare year with MF. Beware, be warned!
BG
Bertus G's update01 Dec 2024, 16:43
Reviewer Update
...and that's it. Continuous denial, lack of management and or supervision, bad service etc has forced me to back out after a nightmare year with MF. Beware, be warned!
MetroFibre Networx's replyOfficial
01 Dec 2024, 18:09 We apologize for the inconvenience caused. We understand that you have lost faith in us, and we promise to escalate the matter to our supervisor for urgent assistance.
MetroFibre Networx's reply01 Dec 2024, 18:09
Official
We apologize for the inconvenience caused. We understand that you have lost faith in us, and we promise to escalate the matter to our supervisor for urgent assistance.