YS
Yvonne S
1 reviews | Active since Jan 2016
19 Sept 2023, 08:13
Metrofibre Let Me Down
I am so disappointed with Metrofibre customer service. I moved house and completed the change of address form 2 weeks before the move so I wouldn't be left without fibre. But despite calling them 3 times, I am still sitting without connection. They have not so much as sent a technician out to look at my new location. Meanwhile, I work from home and am having to buy data bundles which are costing me a bundle. No doubt Metrofibre will still expect me to pay my full subscription and other charges for moving. I am very disappointed as my sister gave them a glowing review, so I was expecting a lot.
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Replies (2)
MetroFibre Networx's replyOfficial
19 Sept 2023, 08:49Dear Yvonne
I'm truly sorry for the inconvenience you've faced during this process, and I appreciate your patience and understanding as we work to address this issue. Your experience is certainly not in line with the level of service we aim to provide, and we're committed to resolving this matter promptly.
Upon investigating your case, we have identified a physical fibre fault that is currently preventing the activation of your service at your new address, which is referred to as an "Install Repair". I understand the frustration and inconvenience this has caused you, especially as you work from home and rely on a stable internet connection.
To rectify this situation, I want to assure you that we have prioritized your case with our maintenance team. They will allocate a technician to attend to the physical fibre fault at your new location as soon as possible. Our goal is to have your connection up and running without further delay.
I apologize that your experience with us has not met your expectations. We value your feedback, and we are committed to delivering the reliable service you deserve.
We will be in touch with you shortly to provide updates on the technician's visit and the progress of the fault resolution.
Kind Regards
Marilize
I'm truly sorry for the inconvenience you've faced during this process, and I appreciate your patience and understanding as we work to address this issue. Your experience is certainly not in line with the level of service we aim to provide, and we're committed to resolving this matter promptly.
Upon investigating your case, we have identified a physical fibre fault that is currently preventing the activation of your service at your new address, which is referred to as an "Install Repair". I understand the frustration and inconvenience this has caused you, especially as you work from home and rely on a stable internet connection.
To rectify this situation, I want to assure you that we have prioritized your case with our maintenance team. They will allocate a technician to attend to the physical fibre fault at your new location as soon as possible. Our goal is to have your connection up and running without further delay.
I apologize that your experience with us has not met your expectations. We value your feedback, and we are committed to delivering the reliable service you deserve.
We will be in touch with you shortly to provide updates on the technician's visit and the progress of the fault resolution.
Kind Regards
Marilize
MetroFibre Networx's reply19 Sept 2023, 08:49
Official
Dear Yvonne
I'm truly sorry for the inconvenience you've faced during this process, and I appreciate your patience and understanding as we work to address this issue. Your experience is certainly not in line with the level of service we aim to provide, and we're committed to resolving this matter promptly.
Upon investigating your case, we have identified a physical fibre fault that is currently preventing the activation of your service at your new address, which is referred to as an "Install Repair". I understand the frustration and inconvenience this has caused you, especially as you work from home and rely on a stable internet connection.
To rectify this situation, I want to assure you that we have prioritized your case with our maintenance team. They will allocate a technician to attend to the physical fibre fault at your new location as soon as possible. Our goal is to have your connection up and running without further delay.
I apologize that your experience with us has not met your expectations. We value your feedback, and we are committed to delivering the reliable service you deserve.
We will be in touch with you shortly to provide updates on the technician's visit and the progress of the fault resolution.
Kind Regards
Marilize
I'm truly sorry for the inconvenience you've faced during this process, and I appreciate your patience and understanding as we work to address this issue. Your experience is certainly not in line with the level of service we aim to provide, and we're committed to resolving this matter promptly.
Upon investigating your case, we have identified a physical fibre fault that is currently preventing the activation of your service at your new address, which is referred to as an "Install Repair". I understand the frustration and inconvenience this has caused you, especially as you work from home and rely on a stable internet connection.
To rectify this situation, I want to assure you that we have prioritized your case with our maintenance team. They will allocate a technician to attend to the physical fibre fault at your new location as soon as possible. Our goal is to have your connection up and running without further delay.
I apologize that your experience with us has not met your expectations. We value your feedback, and we are committed to delivering the reliable service you deserve.
We will be in touch with you shortly to provide updates on the technician's visit and the progress of the fault resolution.
Kind Regards
Marilize
YS
Yvonne S's updateReviewer Update
19 Sept 2023, 15:00I appreciate your efforts in the quick resolution of my issue. Your technicians came today and I am now connected at my new residence.
It is only a pity that it took a complaint to get this kind of service.
It is only a pity that it took a complaint to get this kind of service.
YS
Yvonne S's update19 Sept 2023, 15:00
Reviewer Update
I appreciate your efforts in the quick resolution of my issue. Your technicians came today and I am now connected at my new residence.
It is only a pity that it took a complaint to get this kind of service.
It is only a pity that it took a complaint to get this kind of service.