RC
Rick C
1 reviews | Active since Sept 2020
02 Mar 2026, 16:05
Metrofibre doesn't value your call, or they'd answer it.
Fibre service is good. Support service and call centre are dreadful. Quite literally, they are the worst I've ever experienced in the private sector. Their bot, 'Sue Superfast' is an imbecile. The call centre is severely understaffed, and if your call was really important to them, they'd answer it. Don't let them wear you down into accepting 'government standards' of service. Demand better and if they don't improve, cancel their services.
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MetroFibre Networx's replyOfficial
02 Mar 2026, 16:09Dear Rick Cooper
Thank you for taking the time to share your experience. We understand the frustration that can come from challenges in reaching support. While our fibre service is designed to deliver reliable performance, we recognize that the support experience you described did not meet the standards you expect.
Your feedback regarding response times, our call centre, and the automated assistant has been noted and will be reviewed as part of our ongoing efforts to improve service. We value customers who hold us to high standards and appreciate you speaking up—ensuring better support remains a priority for us.
Thank you again for your candid input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience. We understand the frustration that can come from challenges in reaching support. While our fibre service is designed to deliver reliable performance, we recognize that the support experience you described did not meet the standards you expect.
Your feedback regarding response times, our call centre, and the automated assistant has been noted and will be reviewed as part of our ongoing efforts to improve service. We value customers who hold us to high standards and appreciate you speaking up—ensuring better support remains a priority for us.
Thank you again for your candid input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply02 Mar 2026, 16:09
Official
Dear Rick Cooper
Thank you for taking the time to share your experience. We understand the frustration that can come from challenges in reaching support. While our fibre service is designed to deliver reliable performance, we recognize that the support experience you described did not meet the standards you expect.
Your feedback regarding response times, our call centre, and the automated assistant has been noted and will be reviewed as part of our ongoing efforts to improve service. We value customers who hold us to high standards and appreciate you speaking up—ensuring better support remains a priority for us.
Thank you again for your candid input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience. We understand the frustration that can come from challenges in reaching support. While our fibre service is designed to deliver reliable performance, we recognize that the support experience you described did not meet the standards you expect.
Your feedback regarding response times, our call centre, and the automated assistant has been noted and will be reviewed as part of our ongoing efforts to improve service. We value customers who hold us to high standards and appreciate you speaking up—ensuring better support remains a priority for us.
Thank you again for your candid input.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations