Item: MetroFibre Networx
Rating: 1
Author: Keith H

MetroFibre Networx's replyOfficial

26 May 2026, 16:54

Dear Keith Herbst

Thank you for bringing this matter to our attention.

We understand the frustration and inconvenience caused by the prolonged service interruption, especially after being without connectivity since last Thursday.

Please note that the issue affecting the Alberton area, including Sconde Ave, has been escalated to the relevant field teams for urgent attention following the reported cable work conducted by contractors. We appreciate the efforts made by your service provider, Supersonic, in assisting during this time.

Our teams are actively working to restore services as soon as possible, and updates will be provided once feedback is received from the technicians on site.

Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations

MetroFibre Networx's reply26 May 2026, 16:54

Official

Dear Keith Herbst

Thank you for bringing this matter to our attention.

We understand the frustration and inconvenience caused by the prolonged service interruption, especially after being without connectivity since last Thursday.

Please note that the issue affecting the Alberton area, including Sconde Ave, has been escalated to the relevant field teams for urgent attention following the reported cable work conducted by contractors. We appreciate the efforts made by your service provider, Supersonic, in assisting during this time.

Our teams are actively working to restore services as soon as possible, and updates will be provided once feedback is received from the technicians on site.

Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations

KH

Keith H's updateReviewer Update

27 May 2026, 13:19

Good day,

I received a call today from a lady who advised that a technician would be sent to my home to investigate the issue. However, when I tried calling the number provided ***) to follow up, there was no response.

I am extremely frustrated and exhausted from continuously experiencing problems with MetroFibre.
I paid for my internet service this month, yet I have been unable to use my WiFi since last Thursday due to contractors working on the cables in the road.

This level of service from MetroFibre is unacceptable, and I would like to request a discount or credit for the period during which I have had no internet access.

Every day I contact my service provider, Supersonic, for updates, and they have provided excellent customer service and support throughout this issue.

This matter with MetroFibre needs to be resolved urgently, and I request that the lines be repaired as soon as possible.

I am also unable to take time off work to sit at home waiting for a technician to arrive.

I would appreciate urgent feedback regarding this matter.

Kind regards,
Keith Herbst

***

KH

Keith H's update27 May 2026, 13:19

Reviewer Update

Good day,

I received a call today from a lady who advised that a technician would be sent to my home to investigate the issue. However, when I tried calling the number provided ***) to follow up, there was no response.

I am extremely frustrated and exhausted from continuously experiencing problems with MetroFibre.
I paid for my internet service this month, yet I have been unable to use my WiFi since last Thursday due to contractors working on the cables in the road.

This level of service from MetroFibre is unacceptable, and I would like to request a discount or credit for the period during which I have had no internet access.

Every day I contact my service provider, Supersonic, for updates, and they have provided excellent customer service and support throughout this issue.

This matter with MetroFibre needs to be resolved urgently, and I request that the lines be repaired as soon as possible.

I am also unable to take time off work to sit at home waiting for a technician to arrive.

I would appreciate urgent feedback regarding this matter.

Kind regards,
Keith Herbst

***

KH

Keith H's updateReviewer Update

27 May 2026, 14:28

Good day,

A technician came out to investigate the issue at my flat. He checked the router and the fibre box inside the unit, and then went downstairs to inspect another locked box. He advised that he believes the problem may be inside that locked box.

However, he did not check the fibre box on the pavement outside, and mentioned that he would need to contact a higher-level technician or manager to determine who has access to the locked boxes. I also informed him that contractors have been working on the cables in the road since last Thursday, which is when my internet problems started, but he did not seem interested in investigating this further.

I am extremely frustrated and exhausted from continuously experiencing problems with MetroFibre.

I paid for my internet service this month, yet I have been unable to use my WiFi since last Thursday due to the contractors working on the cables in the road.

This level of service from MetroFibre is unacceptable, and I would like to request a discount or credit for the period during which I have had no internet access.

Every day I contact my service provider, Supersonic, for updates, and they have provided excellent customer service and support throughout this issue.

This matter with MetroFibre needs to be resolved urgently, and I request that the lines be repaired as soon as possible.

Kind Regards,
Keith Herbst

KH

Keith H's update27 May 2026, 14:28

Reviewer Update

Good day,

A technician came out to investigate the issue at my flat. He checked the router and the fibre box inside the unit, and then went downstairs to inspect another locked box. He advised that he believes the problem may be inside that locked box.

However, he did not check the fibre box on the pavement outside, and mentioned that he would need to contact a higher-level technician or manager to determine who has access to the locked boxes. I also informed him that contractors have been working on the cables in the road since last Thursday, which is when my internet problems started, but he did not seem interested in investigating this further.

I am extremely frustrated and exhausted from continuously experiencing problems with MetroFibre.

I paid for my internet service this month, yet I have been unable to use my WiFi since last Thursday due to the contractors working on the cables in the road.

This level of service from MetroFibre is unacceptable, and I would like to request a discount or credit for the period during which I have had no internet access.

Every day I contact my service provider, Supersonic, for updates, and they have provided excellent customer service and support throughout this issue.

This matter with MetroFibre needs to be resolved urgently, and I request that the lines be repaired as soon as possible.

Kind Regards,
Keith Herbst

MetroFibre Networx's replyOfficial

27 May 2026, 15:28

Good Day Mr Herbst,

Thank you for the detailed feedback and for explaining the events following the technician visit.

We acknowledge the frustration and inconvenience caused by the prolonged service interruption and the ongoing difficulties experienced since the contractor's work began in the area.

Please note that the matter has been escalated to the relevant department for further investigation and handling. The contractor who attended onsite is only authorised to assist with certain components of the network and is unable to access or work on the mainhole infrastructure, as this area is highly sensitive and requires specialised engineering access and support.

An engineer will therefore need to investigate further to determine the exact cause of the fault and the necessary repairs required to restore the service fully.

Your request regarding a possible credit for the downtime has also been noted and can be reviewed once the fault has been resolved and the investigation has been concluded.

We appreciate your patience while the relevant teams continue working toward a resolution.

Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations

MetroFibre Networx's reply27 May 2026, 15:28

Official

Good Day Mr Herbst,

Thank you for the detailed feedback and for explaining the events following the technician visit.

We acknowledge the frustration and inconvenience caused by the prolonged service interruption and the ongoing difficulties experienced since the contractor's work began in the area.

Please note that the matter has been escalated to the relevant department for further investigation and handling. The contractor who attended onsite is only authorised to assist with certain components of the network and is unable to access or work on the mainhole infrastructure, as this area is highly sensitive and requires specialised engineering access and support.

An engineer will therefore need to investigate further to determine the exact cause of the fault and the necessary repairs required to restore the service fully.

Your request regarding a possible credit for the downtime has also been noted and can be reviewed once the fault has been resolved and the investigation has been concluded.

We appreciate your patience while the relevant teams continue working toward a resolution.

Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations