MM
Michelle M
1 reviews | Active since Jun 2022
05 Apr 2025, 16:58
MetroFibre false advertising and then one gets ignored
Ticket 674 036 and 681 872 I am a brand new client from 1 April 2025. The speed that you advertised, and the speed that I signed a contract with you for is NOT what I am getting from 1 April 2025 to date. (EC SPEED UP PROMOTION)
I immediately reported it to you and it has not been resolved and no-one is contacting me to update me or give me reasons for this. 1. I have contacted you on all the support options available (calling your number and holding on for up to 30 minutes with no-one answering and choosing option 2 for a call back 2. sending you a whatsapp AND contacting your nearest office 3. sending e-mails 4. sending DM messages to you on FaceBook
I really do not know what more I can do ....... I am at the stage that I really, really regret my decision to go to MetroFibre.
Can someone please help me ...... what more can I do?
Helpful (0)
Replies (7)0
Replies (7)
MetroFibre Networx's replyOfficial
05 Apr 2025, 18:29Dear Michelle Baartman,
I completely understand your frustration, and I want to assure you that we are actively addressing the issue you’ve reported. We have escalated the matter to the relevant department for urgent assistance to ensure a better and quicker resolution.
We are aware of the discrepancy between the advertised speeds and the service you are currently receiving. This matter is being prioritized, and we are reviewing both your tickets (674036 and 681872) to ensure that your concerns are resolved promptly.
I understand that you’ve made multiple attempts to reach us through various channels, and I acknowledge the inconvenience caused by the lack of response. Please know that we are committed to resolving this issue and improving communication with you moving forward.
Rest assured, we are working to get this sorted, and we will keep you updated on the progress. Thank you for your patience, and please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply05 Apr 2025, 18:29
Official
Dear Michelle Baartman,
I completely understand your frustration, and I want to assure you that we are actively addressing the issue you’ve reported. We have escalated the matter to the relevant department for urgent assistance to ensure a better and quicker resolution.
We are aware of the discrepancy between the advertised speeds and the service you are currently receiving. This matter is being prioritized, and we are reviewing both your tickets (674036 and 681872) to ensure that your concerns are resolved promptly.
I understand that you’ve made multiple attempts to reach us through various channels, and I acknowledge the inconvenience caused by the lack of response. Please know that we are committed to resolving this issue and improving communication with you moving forward.
Rest assured, we are working to get this sorted, and we will keep you updated on the progress. Thank you for your patience, and please feel free to reach out if you have any further questions in the meantime.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's replyOfficial
05 Apr 2025, 21:34Thank you for your patience and for reaching out to us.
We acknowledge your concerns and will be requesting additional assistance from our technical team to ensure your issue is resolved promptly. Kindly respond to the email from our technical team, as they will be able to assist you further and provide more detailed guidance regarding your situation.
Additionally, we will be asking our team to elaborate on the charges mentioned in the previous email, as well as clarify any further steps or information that may be required.
We sincerely apologize for any confusion caused and appreciate your understanding. Our team will be in touch with you shortly to provide the necessary support.
MetroFibre Networx's reply05 Apr 2025, 21:34
Official
Thank you for your patience and for reaching out to us.
We acknowledge your concerns and will be requesting additional assistance from our technical team to ensure your issue is resolved promptly. Kindly respond to the email from our technical team, as they will be able to assist you further and provide more detailed guidance regarding your situation.
Additionally, we will be asking our team to elaborate on the charges mentioned in the previous email, as well as clarify any further steps or information that may be required.
We sincerely apologize for any confusion caused and appreciate your understanding. Our team will be in touch with you shortly to provide the necessary support.
MetroFibre Networx's replyOfficial
05 Apr 2025, 22:08 We have asked our technical team to assist, and they will be liaising with you.
MetroFibre Networx's reply05 Apr 2025, 22:08
Official
We have asked our technical team to assist, and they will be liaising with you.
MM
Michelle M's updateReviewer Update
06 Apr 2025, 08:05Good morning Sibonisile (complaints and escalations),
ticket 684 644, 681 872 and 683 581
PLEASE CALL ME AND/OR SUPPORT
Please can you contact me asap. MetroFibre support sent me an email on 5 April 2025asking me to do things with ethernet and cat cable ect . which I do not know how to do! Possibly if Support were to call me they can guide me to do what they want me to do. But they are not calling me?
Then support sent me an email saying that the next step would be to send a technician to my home and I HAD TO PAY THE AMOUNT OF R650.00 MINIMUM BUT COULD BE MORE. Again as I have said many times ......... why must I pay as it is a new router ect installed by your technicians. There should not be a problem and if there is why must I pay?
Then support sent me an email and said that if I do not reply within 18 hours, they would cancel my ticket nr 684 644. This is *********! I do not feel that I should pay for the technician, but if I don;t agree then my ticket will be cancelled. PLEASE HELP
You are my last hope, please Sibonisile
ticket 684 644, 681 872 and 683 581
PLEASE CALL ME AND/OR SUPPORT
Please can you contact me asap. MetroFibre support sent me an email on 5 April 2025asking me to do things with ethernet and cat cable ect . which I do not know how to do! Possibly if Support were to call me they can guide me to do what they want me to do. But they are not calling me?
Then support sent me an email saying that the next step would be to send a technician to my home and I HAD TO PAY THE AMOUNT OF R650.00 MINIMUM BUT COULD BE MORE. Again as I have said many times ......... why must I pay as it is a new router ect installed by your technicians. There should not be a problem and if there is why must I pay?
Then support sent me an email and said that if I do not reply within 18 hours, they would cancel my ticket nr 684 644. This is *********! I do not feel that I should pay for the technician, but if I don;t agree then my ticket will be cancelled. PLEASE HELP
You are my last hope, please Sibonisile
MM
Michelle M's update06 Apr 2025, 08:05
Reviewer Update
Good morning Sibonisile (complaints and escalations),
ticket 684 644, 681 872 and 683 581
PLEASE CALL ME AND/OR SUPPORT
Please can you contact me asap. MetroFibre support sent me an email on 5 April 2025asking me to do things with ethernet and cat cable ect . which I do not know how to do! Possibly if Support were to call me they can guide me to do what they want me to do. But they are not calling me?
Then support sent me an email saying that the next step would be to send a technician to my home and I HAD TO PAY THE AMOUNT OF R650.00 MINIMUM BUT COULD BE MORE. Again as I have said many times ......... why must I pay as it is a new router ect installed by your technicians. There should not be a problem and if there is why must I pay?
Then support sent me an email and said that if I do not reply within 18 hours, they would cancel my ticket nr 684 644. This is *********! I do not feel that I should pay for the technician, but if I don;t agree then my ticket will be cancelled. PLEASE HELP
You are my last hope, please Sibonisile
ticket 684 644, 681 872 and 683 581
PLEASE CALL ME AND/OR SUPPORT
Please can you contact me asap. MetroFibre support sent me an email on 5 April 2025asking me to do things with ethernet and cat cable ect . which I do not know how to do! Possibly if Support were to call me they can guide me to do what they want me to do. But they are not calling me?
Then support sent me an email saying that the next step would be to send a technician to my home and I HAD TO PAY THE AMOUNT OF R650.00 MINIMUM BUT COULD BE MORE. Again as I have said many times ......... why must I pay as it is a new router ect installed by your technicians. There should not be a problem and if there is why must I pay?
Then support sent me an email and said that if I do not reply within 18 hours, they would cancel my ticket nr 684 644. This is *********! I do not feel that I should pay for the technician, but if I don;t agree then my ticket will be cancelled. PLEASE HELP
You are my last hope, please Sibonisile
MetroFibre Networx's replyOfficial
06 Apr 2025, 08:12I will be calling you to guide you.
MetroFibre Networx's reply06 Apr 2025, 08:12
Official
I will be calling you to guide you.
MM
Michelle M's updateReviewer Update
06 Apr 2025, 08:29Thank you, I will await your call! Your call and assistance will be greatly appreciated!
MM
Michelle M's update06 Apr 2025, 08:29
Reviewer Update
Thank you, I will await your call! Your call and assistance will be greatly appreciated!
MetroFibre Networx's replyOfficial
06 Apr 2025, 09:07Will do, thank you.
MetroFibre Networx's reply06 Apr 2025, 09:07
Official
Will do, thank you.