1 reviews | Active since Oct 2020
MetroFibre – Missed Installation, Poor Communication & No Resolution
I signed up with MetroFibre Networx after being promised a fibre installation on Wednesday. On Wednesday, I received a call from a lady who was unfriendly and abrupt, informing me that installation could not happen as promised and that it could only be done today instead. Despite the poor communication, I rearranged my schedule to accommodate this.
Today, the technicians arrived only to tell me that there is a fault on the line, meaning installation cannot proceed and I will have to wait even longer for the issue to be fixed. This is extremely frustrating. A line fault should have been identified before confirming an installation date, not after customers take time off and rearrange their plans. So far, I’ve experienced: A missed installation date Rude and unprofessional communication A second failed installation due to a fault that was not detected earlier No clear timeline or resolution provided I am very disappointed with the lack of planning, communication, and accountability. I would like:
At this point, I would not recommend MetroFibre based on this experience.
Thank you for taking the time to share your experience. We fully understand how frustrating it is to have your installation delayed multiple times, accompanied by unprofessional communication and a lack of clarity on next steps. This is certainly not the level of service we aim to provide.
The issues you’ve highlighted—missed installation, line fault not identified beforehand, and poor communication—have been escalated to the relevant teams to ensure a thorough review and to establish a clear timeline for resolution. We are committed to addressing the root cause and improving the process so that future installations proceed smoothly.
We appreciate your patience thus far and recognize the inconvenience this has caused. Our team will reach out with updates as soon as progress is made to ensure the matter is resolved promptly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience. We fully understand how frustrating it is to have your installation delayed multiple times, accompanied by unprofessional communication and a lack of clarity on next steps. This is certainly not the level of service we aim to provide.
The issues you’ve highlighted—missed installation, line fault not identified beforehand, and poor communication—have been escalated to the relevant teams to ensure a thorough review and to establish a clear timeline for resolution. We are committed to addressing the root cause and improving the process so that future installations proceed smoothly.
We appreciate your patience thus far and recognize the inconvenience this has caused. Our team will reach out with updates as soon as progress is made to ensure the matter is resolved promptly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
It is very disappointing to find out that this morning after we followed up that the technical call that was placed was now put on hold. As of this moment we have no inclination when the services will be activated
It is very disappointing to find out that this morning after we followed up that the technical call that was placed was now put on hold. As of this moment we have no inclination when the services will be activated