AN
Ashley N
1 reviews | Active since Jul 2023
29 Aug 2025, 11:25
MetroFibre / Mweb Extremely Poor Service
Subject: Urgent Complaint: Unacceptable Service from Mweb and MetroFibre I am extremely disappointed with the service I’ve received from both Mweb and MetroFibre. Despite being charged full monthly fees, I have not received the service I am paying for, and the lack of communication and accountability is unacceptable. 1. I requested a Fibre line relocation to my new address, but it took over two weeks for anyone to respond. 2. When a technician finally arrived, he offered me unofficial “backdoor” services to make extra money for himself. After declining and reporting this, I was then quoted a significantly higher fee before any further assistance could be provided. 3. I was billed again for the upcoming month, even though my Fibre line is still inactive and I’ve had no proper communication from Mweb despite multiple emails. 4. I’ve now been forced to cancel my service, but even after submitting my cancellation request, I’ve received no confirmation or follow-up. 5. I’m now left with additional costs for cancellation fees and the return of the Wi-Fi router—all due to poor service and mismanagement from Mweb and MetroFibre. This experience has been frustrating, costly, and deeply disappointing. I urgently request that someone from the management team contact me directly to resolve this matter. I expect a full refund for the months I’ve been charged without service, and a waiver of any cancellation-related fees. Account Details: • Username: ***0 • Email: *** • Cell: *** I hope this matter is treated with the urgency and seriousness it deserves. Regards: Mr A Nagiah
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Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
29 Aug 2025, 11:39 Dear Mr. Nagiah,
Thank you for bringing this matter to our attention. We understand the level of frustration you’ve experienced and acknowledge the concerns you’ve raised regarding the fibre relocation, billing issues, and the overall service experience.
We are currently reviewing the full history of your account and the interactions you've had with both MetroFibre and Mweb to ensure that all aspects of your complaint are thoroughly investigated. Please be assured that your feedback is being taken seriously and escalated to the relevant departments.
A representative from our team will be in contact with you shortly to provide clarity on the matter and discuss the next steps, including your refund and cancellation-related concerns. We appreciate your patience as we work to resolve this.
Kind regards,
Sibonisile Sithole
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention. We understand the level of frustration you’ve experienced and acknowledge the concerns you’ve raised regarding the fibre relocation, billing issues, and the overall service experience.
We are currently reviewing the full history of your account and the interactions you've had with both MetroFibre and Mweb to ensure that all aspects of your complaint are thoroughly investigated. Please be assured that your feedback is being taken seriously and escalated to the relevant departments.
A representative from our team will be in contact with you shortly to provide clarity on the matter and discuss the next steps, including your refund and cancellation-related concerns. We appreciate your patience as we work to resolve this.
Kind regards,
Sibonisile Sithole
MetroFibre Complaints & Escalations
MetroFibre Networx's reply29 Aug 2025, 11:39
Official
Dear Mr. Nagiah,
Thank you for bringing this matter to our attention. We understand the level of frustration you’ve experienced and acknowledge the concerns you’ve raised regarding the fibre relocation, billing issues, and the overall service experience.
We are currently reviewing the full history of your account and the interactions you've had with both MetroFibre and Mweb to ensure that all aspects of your complaint are thoroughly investigated. Please be assured that your feedback is being taken seriously and escalated to the relevant departments.
A representative from our team will be in contact with you shortly to provide clarity on the matter and discuss the next steps, including your refund and cancellation-related concerns. We appreciate your patience as we work to resolve this.
Kind regards,
Sibonisile Sithole
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention. We understand the level of frustration you’ve experienced and acknowledge the concerns you’ve raised regarding the fibre relocation, billing issues, and the overall service experience.
We are currently reviewing the full history of your account and the interactions you've had with both MetroFibre and Mweb to ensure that all aspects of your complaint are thoroughly investigated. Please be assured that your feedback is being taken seriously and escalated to the relevant departments.
A representative from our team will be in contact with you shortly to provide clarity on the matter and discuss the next steps, including your refund and cancellation-related concerns. We appreciate your patience as we work to resolve this.
Kind regards,
Sibonisile Sithole
MetroFibre Complaints & Escalations
AN
Ashley N's updateReviewer Update
29 Aug 2025, 14:10 Good Afternoon Sibonisile Sithole
I am writing in response to your recent email sent to my email address (***) stating that my WiFi connection is active and functioning. Unfortunately, this reply completely misses the core issue I raised in my original complaint.
To be clear, my concern has never been about the technical connectivity of the WiFi, but rather about the poor service delivery, lack of accountability, and failure to comply with the Consumer Protection Act (CPA). My complaint outlined five specific points, none of which were addressed in your response:
I am writing in response to your recent email sent to my email address (***) stating that my WiFi connection is active and functioning. Unfortunately, this reply completely misses the core issue I raised in my original complaint.
To be clear, my concern has never been about the technical connectivity of the WiFi, but rather about the poor service delivery, lack of accountability, and failure to comply with the Consumer Protection Act (CPA). My complaint outlined five specific points, none of which were addressed in your response:
- Delayed response to my relocation request, which took over two weeks.
- ********* conduct by your technician, who offered unofficial services for personal gain.
- Billing for services not rendered, including charges for a month where I had no access.
- Lack of communication regarding my cancellation request, despite multiple follow-ups.
- Unfair cancellation costs and return obligations caused by your service failures.
AN
Ashley N's update29 Aug 2025, 14:10
Reviewer Update
Good Afternoon Sibonisile Sithole
I am writing in response to your recent email sent to my email address (***) stating that my WiFi connection is active and functioning. Unfortunately, this reply completely misses the core issue I raised in my original complaint.
To be clear, my concern has never been about the technical connectivity of the WiFi, but rather about the poor service delivery, lack of accountability, and failure to comply with the Consumer Protection Act (CPA). My complaint outlined five specific points, none of which were addressed in your response:
I am writing in response to your recent email sent to my email address (***) stating that my WiFi connection is active and functioning. Unfortunately, this reply completely misses the core issue I raised in my original complaint.
To be clear, my concern has never been about the technical connectivity of the WiFi, but rather about the poor service delivery, lack of accountability, and failure to comply with the Consumer Protection Act (CPA). My complaint outlined five specific points, none of which were addressed in your response:
- Delayed response to my relocation request, which took over two weeks.
- ********* conduct by your technician, who offered unofficial services for personal gain.
- Billing for services not rendered, including charges for a month where I had no access.
- Lack of communication regarding my cancellation request, despite multiple follow-ups.
- Unfair cancellation costs and return obligations caused by your service failures.
AN
Ashley N's updateReviewer Update
29 Aug 2025, 14:34 1. Delayed Response to Relocation Request
CPA Right Violated:
Right to Timely Performance and Delivery
Right to Fair and Honest Dealing
Right to Fair Value, Good Quality and Safety
Right to Accountability from Suppliers
Right to Fair, Just and Reasonable Terms and Conditions
CPA Right Violated:
Right to Timely Performance and Delivery
- Section 19: Suppliers must deliver goods or services on the agreed date and time, or within a reasonable period if no date was agreed.
- Your two-week delay without communication breaches this obligation.
Right to Fair and Honest Dealing
- Section 41 & 48: Suppliers must not engage in misleading, deceptive, or ********* conduct.
- Offering unofficial services for personal gain is a clear violation of ethical standards and consumer trust.
Right to Fair Value, Good Quality and Safety
- Section 54: Consumers are entitled to services that are performed properly and deliver expected results.
- Charging you for a month of inactive service is a breach of this right.
Right to Accountability from Suppliers
- Section 61 & 69: Suppliers must respond to consumer complaints and provide clear, timely communication.
- Ignoring your cancellation request and failing to confirm receipt violates this accountability.
Right to Fair, Just and Reasonable Terms and Conditions
- Section 48: Terms must not be unfair, unreasonable, or unjust.
- Penalizing you with extra costs due to their own service failures is not justifiable under the CPA.
AN
Ashley N's update29 Aug 2025, 14:34
Reviewer Update
1. Delayed Response to Relocation Request
CPA Right Violated:
Right to Timely Performance and Delivery
Right to Fair and Honest Dealing
Right to Fair Value, Good Quality and Safety
Right to Accountability from Suppliers
Right to Fair, Just and Reasonable Terms and Conditions
CPA Right Violated:
Right to Timely Performance and Delivery
- Section 19: Suppliers must deliver goods or services on the agreed date and time, or within a reasonable period if no date was agreed.
- Your two-week delay without communication breaches this obligation.
Right to Fair and Honest Dealing
- Section 41 & 48: Suppliers must not engage in misleading, deceptive, or ********* conduct.
- Offering unofficial services for personal gain is a clear violation of ethical standards and consumer trust.
Right to Fair Value, Good Quality and Safety
- Section 54: Consumers are entitled to services that are performed properly and deliver expected results.
- Charging you for a month of inactive service is a breach of this right.
Right to Accountability from Suppliers
- Section 61 & 69: Suppliers must respond to consumer complaints and provide clear, timely communication.
- Ignoring your cancellation request and failing to confirm receipt violates this accountability.
Right to Fair, Just and Reasonable Terms and Conditions
- Section 48: Terms must not be unfair, unreasonable, or unjust.
- Penalizing you with extra costs due to their own service failures is not justifiable under the CPA.
MetroFibre Networx's replyOfficial
03 Sept 2025, 13:23Dear Mr. Nagiah,
Thank you for your detailed review. We acknowledge your concerns and regret the frustration you've experienced. Kindly note that your ISP, Mweb, manages your service and billing directly.
However, we’ve reviewed the matter on our side and confirm your fibre line is active. Please follow up with Mweb for further assistance, and feel free to reach out to us should you need support with the physical link or network issues.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
Thank you for your detailed review. We acknowledge your concerns and regret the frustration you've experienced. Kindly note that your ISP, Mweb, manages your service and billing directly.
However, we’ve reviewed the matter on our side and confirm your fibre line is active. Please follow up with Mweb for further assistance, and feel free to reach out to us should you need support with the physical link or network issues.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply03 Sept 2025, 13:23
Official
Dear Mr. Nagiah,
Thank you for your detailed review. We acknowledge your concerns and regret the frustration you've experienced. Kindly note that your ISP, Mweb, manages your service and billing directly.
However, we’ve reviewed the matter on our side and confirm your fibre line is active. Please follow up with Mweb for further assistance, and feel free to reach out to us should you need support with the physical link or network issues.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
Thank you for your detailed review. We acknowledge your concerns and regret the frustration you've experienced. Kindly note that your ISP, Mweb, manages your service and billing directly.
However, we’ve reviewed the matter on our side and confirm your fibre line is active. Please follow up with Mweb for further assistance, and feel free to reach out to us should you need support with the physical link or network issues.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations Team
AN
Ashley N's updateReviewer Update
04 Sept 2025, 12:38Good Afternoon Mr Sibonisile,
I am writing to urgently request confirmation of my subscription cancellation.Despite multiple attempts to seek assistance, I am still waiting for meaningful support. Instead of resolving the issues, I continue to receive SMS notifications demanding further clawback payments—despite the ongoing poor service and lack of help from your team.Due to this unacceptable experience, I have no choice but to cancel my subscription. I will return the router and terminate all connections with Mweb / Metrofibre.Please confirm the cancellation of my account immediately and advise on the next steps regarding the return of equipment.
Username: ***0
Account Info: ***
Address: 17 Ganges Road Merebank
I am writing to urgently request confirmation of my subscription cancellation.Despite multiple attempts to seek assistance, I am still waiting for meaningful support. Instead of resolving the issues, I continue to receive SMS notifications demanding further clawback payments—despite the ongoing poor service and lack of help from your team.Due to this unacceptable experience, I have no choice but to cancel my subscription. I will return the router and terminate all connections with Mweb / Metrofibre.Please confirm the cancellation of my account immediately and advise on the next steps regarding the return of equipment.
Username: ***0
Account Info: ***
Address: 17 Ganges Road Merebank
AN
Ashley N's update04 Sept 2025, 12:38
Reviewer Update
Good Afternoon Mr Sibonisile,
I am writing to urgently request confirmation of my subscription cancellation.Despite multiple attempts to seek assistance, I am still waiting for meaningful support. Instead of resolving the issues, I continue to receive SMS notifications demanding further clawback payments—despite the ongoing poor service and lack of help from your team.Due to this unacceptable experience, I have no choice but to cancel my subscription. I will return the router and terminate all connections with Mweb / Metrofibre.Please confirm the cancellation of my account immediately and advise on the next steps regarding the return of equipment.
Username: ***0
Account Info: ***
Address: 17 Ganges Road Merebank
I am writing to urgently request confirmation of my subscription cancellation.Despite multiple attempts to seek assistance, I am still waiting for meaningful support. Instead of resolving the issues, I continue to receive SMS notifications demanding further clawback payments—despite the ongoing poor service and lack of help from your team.Due to this unacceptable experience, I have no choice but to cancel my subscription. I will return the router and terminate all connections with Mweb / Metrofibre.Please confirm the cancellation of my account immediately and advise on the next steps regarding the return of equipment.
Username: ***0
Account Info: ***
Address: 17 Ganges Road Merebank