1 reviews | Active since Feb 2012
MetroFibre doesn’t live by it’s Values
The whole of last week the internet was very slow. Saturday morning I decided to log a ticket #913174 . Their response was that a contractor has been notified. The contractor came and said this problem is outside on one of the boxes, MetroFibre needs to come and fix it. I didn’t hear anything from MetroFibre afterwards . on Wednesday, at around 4:30pm I gave them a call to find out what going on I have had to hold for about 10minutes before someone answered, was told someone is coming on Thursday, no one came, no update on the ticket.
I called again on Thursday around 4:30pm, again was told someone was meant to come but didn’t , they said they’ll get feedback from that person and notify us, and someone will come on Friday, again no notification, telephonically or ticket update.
Today I called again at around 4:45pm, since on one came, waited for about 10 minutes for my call to be answered, but time I said I need to speak to someone senior as I’m not getting any joy, The lady did respond to my request but asked for my ticket number and I gave it to her. She was surprised that I haven’t received feedback telephonically and I got cut-off, it was almost 5pm I’m thinking it was time to go home why bother with this customer from the township.
I haven’t had internet for the past 7 days and MetroFibre doesn’t bother to inform me on what’s going on. They have a ticket system but I’m not sure if they know how to use it, instead of my me calling for the last 3 days and spending a minimum of 30 minutes, I would just view the ticket if there are updates, the last time it was updated it was the 1st of this month. I have paid for this month, for a service that does not exist. I just hope they’ll reimburse me for the number of days I haven’t had the internet. Their values “customer-first approach, delivering reliable and stable fibre”, I think they were just made and it’s not part of their dna because I haven’t felt that.
Thank you for taking the time to share your detailed experience — your concerns have been heard loud and clear.
The experience you’ve described does not reflect the standards we set for ourselves at MetroFibre. The lack of consistent communication, unresolved service issues, and the repeated need for you to follow up is not the journey any customer should go through — especially when trust and reliability are key to your connectivity.
We have reviewed your ticket (#913174) and can confirm that the matter has now been escalated internally for immediate attention by the relevant technical and service teams. Our goal is to ensure that this is resolved without further delay and that you are kept informed at every step going forward.
We also take your feedback on our ticketing system and communication gaps very seriously. It’s clear that there was a breakdown, and your feedback will be used constructively to address these pain points within our processes.
You’ve made valid points about our values — and we must live up to them, not just state them. This experience falls short, and we are committed to making things right and ensuring a turnaround in the service you receive.
A senior representative will be reaching out to you directly with updates and to discuss your concerns, including the matter of your billing for the period affected.
We appreciate your patience and the opportunity to correct this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your detailed experience — your concerns have been heard loud and clear.
The experience you’ve described does not reflect the standards we set for ourselves at MetroFibre. The lack of consistent communication, unresolved service issues, and the repeated need for you to follow up is not the journey any customer should go through — especially when trust and reliability are key to your connectivity.
We have reviewed your ticket (#913174) and can confirm that the matter has now been escalated internally for immediate attention by the relevant technical and service teams. Our goal is to ensure that this is resolved without further delay and that you are kept informed at every step going forward.
We also take your feedback on our ticketing system and communication gaps very seriously. It’s clear that there was a breakdown, and your feedback will be used constructively to address these pain points within our processes.
You’ve made valid points about our values — and we must live up to them, not just state them. This experience falls short, and we are committed to making things right and ensuring a turnaround in the service you receive.
A senior representative will be reaching out to you directly with updates and to discuss your concerns, including the matter of your billing for the period affected.
We appreciate your patience and the opportunity to correct this.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations