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Rudolph N

1 reviews | Active since Aug 2019

04 Jun 2025, 08:38

MetroFibre Ignoring Valid Credit Request After 4-Day Outage

MetroFibre has shown a complete lack of accountability and respect for their customers. After a 4-day outage from 13 to 16 May, they not only failed to communicate properly or meet their 24-hour service restoration claims, but are now actively ignoring all requests for credit or accountability.

They closed my support ticket prematurely, falsely marked the issue as resolved, and despite numerous escalations, public posts, and direct communication with their so-called “escalations team,” I have received nothing but copy-paste responses about their 95% uptime policy – which they use to evade offering any refund or responsibility.

This is not just about a technical fault. It's about:

Poor service,

Dishonest communication,

Unkept promises (such as a wireless backup that never came),

And now, outright stonewalling of customer concerns.

If you value reliability and customer care, do not sign up with MetroFibre. They clearly don’t care once you’re locked into their network.

I will be escalating this to the Consumer Goods and Services Ombud (CGSO) and ICASA next. Enough is enough.

0
Replies (3)
MetroFibre Networx
MetroFibre Networx's reply04 Jun 2025, 09:14
Official
Dear Rudolph,

Thank you for sharing your concerns with us.

We’ve noted the details of your experience, including the service disruption from 13 to 16 May and the concerns raised regarding communication and ticket handling. Your feedback has been escalated to the relevant teams for further review.

We can confirm that your request for credit is currently under consideration, and we will ensure a thorough review of all related records and correspondence. Our goal is to provide clear and fair resolution in line with our service terms and commitments.

A member of our team will be in touch with you directly once the assessment has been concluded.

Best regards,
Marilize
MetroFibre Complaints & Escalations
RN
Rudolph N's update04 Jun 2025, 09:44
Reviewer Update
Dear Marilize,

Thank you for your response and for acknowledging the service disruption and communication issues I raised.

While I appreciate that my credit request is under consideration, I must emphasize that the handling of this matter to date has been deeply unsatisfactory. The lack of timely updates, inconsistent information, and premature ticket closure all contributed to a frustrating experience that no paying customer should have to endure.

Due to the inadequate service and poor communication, I have formally lodged a complaint with ICASA. As a licensed service provider, MetroFibre is obligated to meet a basic standard of customer service and network reliability — both of which fell short during this incident.

I now expect MetroFibre to act with urgency and transparency in concluding the credit review and to ensure proper internal accountability for how this matter was managed.

Sincerely,
Rudolph Nel
MetroFibre Networx
MetroFibre Networx's reply04 Jun 2025, 17:07
Official
Dear Mr. Nel,

Thank you for your continued engagement and for outlining the challenges you've faced. Your detailed feedback has been reviewed, and we fully acknowledge the impact this experience has had on your trust in our service.

We understand the importance of consistent communication, timely updates, and accurate resolution of support tickets—especially when disruptions occur. Your concerns regarding premature ticket closures, response delays, and overall handling have been shared with the relevant management teams for internal assessment and accountability.

We remain committed to finalizing the review of your credit request with care and transparency. You can expect further correspondence from our team as soon as this has been concluded.

We appreciate your patience and the opportunity to address this appropriately.

Warm regards,
Sibonisile
Complaints & Escalations