PS
Palesa S
1 reviews | Active since Mar 2015
28 Apr 2026, 11:25
Metrofibre Networx
I paid for April. I was asked to pay for May. I paid. I was asked to send proof of payment. Done. I was not reconnected. I called into Metrofibre call center and was assisted by A.I. agent "Sue" who said she escalated my query. Not reconnected. Sent further email concerning what else I ought to do? I was met with silence. I am R819.00 down. Still no connection. I have no idea what else to do. Incredibly frustrated. Metrofibre you need to do better.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
28 Apr 2026, 11:42Dear Palesa Seseane,
Thank you for outlining your experience in detail.
It is understood how frustrating it must be to have made payment, submitted proof, and remain disconnected despite multiple attempts to resolve this through the call centre and escalation channels.
Your payments for April and May have been noted, and the proof of payment you submitted will be re-verified immediately. The reconnection failure after confirmation has been escalated for urgent intervention to ensure your service is restored without further delay.
We are also reviewing the handling of your previous interactions, including the escalation initiated via the AI support channel, to identify where the breakdown occurred and prevent a repeat of this situation.
You will receive a clear update shortly once reconnection has been actioned. In the meantime, this case has been prioritized to ensure it is resolved as quickly as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply28 Apr 2026, 11:42
Official
Dear Palesa Seseane,
Thank you for outlining your experience in detail.
It is understood how frustrating it must be to have made payment, submitted proof, and remain disconnected despite multiple attempts to resolve this through the call centre and escalation channels.
Your payments for April and May have been noted, and the proof of payment you submitted will be re-verified immediately. The reconnection failure after confirmation has been escalated for urgent intervention to ensure your service is restored without further delay.
We are also reviewing the handling of your previous interactions, including the escalation initiated via the AI support channel, to identify where the breakdown occurred and prevent a repeat of this situation.
You will receive a clear update shortly once reconnection has been actioned. In the meantime, this case has been prioritized to ensure it is resolved as quickly as possible.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
PS
Palesa S's updateReviewer Update
28 Apr 2026, 13:48Hello Sibonisile,
It is now almost 14:00 and you indicated that the matter was escalated at around 10:00 this morning. I jave paid for a service that i am not receiving.
It is either a refund is actioned or the service is activated. This is what I mean about Metrofibre being the worst.
Regards
It is now almost 14:00 and you indicated that the matter was escalated at around 10:00 this morning. I jave paid for a service that i am not receiving.
It is either a refund is actioned or the service is activated. This is what I mean about Metrofibre being the worst.
Regards
PS
Palesa S's update28 Apr 2026, 13:48
Reviewer Update
Hello Sibonisile,
It is now almost 14:00 and you indicated that the matter was escalated at around 10:00 this morning. I jave paid for a service that i am not receiving.
It is either a refund is actioned or the service is activated. This is what I mean about Metrofibre being the worst.
Regards
It is now almost 14:00 and you indicated that the matter was escalated at around 10:00 this morning. I jave paid for a service that i am not receiving.
It is either a refund is actioned or the service is activated. This is what I mean about Metrofibre being the worst.
Regards
MetroFibre Networx's replyOfficial
28 Apr 2026, 13:53Thank you for your message and for highlighting the current situation.
Your account has now been unsuspended. Please allow up to 1 hour for full service restoration and network reconnection to reflect across all systems.
The delay experienced earlier following the escalation is noted, and the impact of not having access to a paid service is acknowledged.
Once the service is fully restored, please confirm so we can ensure everything is functioning as expected. If the service does not come back within the indicated timeframe, this will be re-escalated immediately for urgent review.
MetroFibre Networx's reply28 Apr 2026, 13:53
Official
Thank you for your message and for highlighting the current situation.
Your account has now been unsuspended. Please allow up to 1 hour for full service restoration and network reconnection to reflect across all systems.
The delay experienced earlier following the escalation is noted, and the impact of not having access to a paid service is acknowledged.
Once the service is fully restored, please confirm so we can ensure everything is functioning as expected. If the service does not come back within the indicated timeframe, this will be re-escalated immediately for urgent review.