PP
Paskaran P
1 reviews | Active since Sept 2024
11 Feb 2026, 11:17
MetroFibre - Link Down for +9 days and poor service levels
My home internet service has been down since 3 Feb 26 - 9 days in total. It is almost impossible to get through the support desk and call backs dont work. No one responds on the WhatsApp support group. I posted a message on Twitter - with screenshots of calls and WhatsApp - no response.
https://x.com/i/status/***
I am told its maintenance, but how can maintenance take +9 days to resolve with still no ETA on resolution and why was no temp / alleviation service provided.
Very disappointing service levels for a customer that has been with Metro for over 3 years.
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Replies (2)PP
Paskaran P's updateReviewer Update
11 Feb 2026, 11:31Just read a few other complaints - and many people are complaining about the same thing. You call in, and press 1 or 2 for home service - when you do get through an agents after holding for a long time, they want to put you through MetroGo - once transferred, the call either never gets answered, or its get disconnected. The process is broken!
PP
Paskaran P's update11 Feb 2026, 11:31
Reviewer Update
Just read a few other complaints - and many people are complaining about the same thing. You call in, and press 1 or 2 for home service - when you do get through an agents after holding for a long time, they want to put you through MetroGo - once transferred, the call either never gets answered, or its get disconnected. The process is broken!
MetroFibre Networx's replyOfficial
11 Feb 2026, 12:01Dear Paskaran
Thank you for bringing this matter to our attention.
We sincerely apologise for the prolonged service interruption and the frustration you have experienced. We understand how disruptive this has been.
Please be advised that we have escalated your query and formally requested our MetroGo Department to urgently investigate the issue and provide the necessary assistance. They are currently reviewing the matter, including the maintenance concerns raised, and will work towards resolving the service disruption as soon as possible.
We regret the lack of communication and the difficulty you encountered when trying to reach our support channels. Your feedback has been noted and will be shared with the relevant teams to improve our service levels going forward.
We appreciate your patience and assure you that this matter is receiving urgent attention. Further feedback will be provided as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the prolonged service interruption and the frustration you have experienced. We understand how disruptive this has been.
Please be advised that we have escalated your query and formally requested our MetroGo Department to urgently investigate the issue and provide the necessary assistance. They are currently reviewing the matter, including the maintenance concerns raised, and will work towards resolving the service disruption as soon as possible.
We regret the lack of communication and the difficulty you encountered when trying to reach our support channels. Your feedback has been noted and will be shared with the relevant teams to improve our service levels going forward.
We appreciate your patience and assure you that this matter is receiving urgent attention. Further feedback will be provided as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply11 Feb 2026, 12:01
Official
Dear Paskaran
Thank you for bringing this matter to our attention.
We sincerely apologise for the prolonged service interruption and the frustration you have experienced. We understand how disruptive this has been.
Please be advised that we have escalated your query and formally requested our MetroGo Department to urgently investigate the issue and provide the necessary assistance. They are currently reviewing the matter, including the maintenance concerns raised, and will work towards resolving the service disruption as soon as possible.
We regret the lack of communication and the difficulty you encountered when trying to reach our support channels. Your feedback has been noted and will be shared with the relevant teams to improve our service levels going forward.
We appreciate your patience and assure you that this matter is receiving urgent attention. Further feedback will be provided as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the prolonged service interruption and the frustration you have experienced. We understand how disruptive this has been.
Please be advised that we have escalated your query and formally requested our MetroGo Department to urgently investigate the issue and provide the necessary assistance. They are currently reviewing the matter, including the maintenance concerns raised, and will work towards resolving the service disruption as soon as possible.
We regret the lack of communication and the difficulty you encountered when trying to reach our support channels. Your feedback has been noted and will be shared with the relevant teams to improve our service levels going forward.
We appreciate your patience and assure you that this matter is receiving urgent attention. Further feedback will be provided as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations