LM
Lawrance M
1 reviews | Active since Oct 2020
04 Mar 2025, 18:29
MetroFibre Networx Provides a very Poor Technical Support Experience I have ever seen!!!
Metro Fibres connection is so stable and reliable and fast too, but they're support team provides an abhorrent service, I have logged a ticket (619807) since the 27th of February and 6 days later i am still without internet connection. The support agents lack any sense of urgency. You have to follow up daily to try to get your service up ,I am still struggling every person I speak to is so chilled about. For gods***e I am an existing customer for the past 4 years but it feels like I am chasing for a new service activation, your support service is very poor! So disappointing, yet I am gona spend another day without internet, what is the point of providing fast and reliable internet but not have a proactive and fully involved team in resolving customer queries with urgency.
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Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
05 Mar 2025, 08:47Dear Lawrance
Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delay in resolving your query.
Please be assured that we have escalated your issue to our NOC Department and requested urgent assistance. We are actively monitoring the progress and will ensure that your service is restored as soon as possible.
We truly appreciate your patience and loyalty as a valued MetroFibre customer for the past four years. We will keep you updated and ensure a prompt resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delay in resolving your query.
Please be assured that we have escalated your issue to our NOC Department and requested urgent assistance. We are actively monitoring the progress and will ensure that your service is restored as soon as possible.
We truly appreciate your patience and loyalty as a valued MetroFibre customer for the past four years. We will keep you updated and ensure a prompt resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply05 Mar 2025, 08:47
Official
Dear Lawrance
Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delay in resolving your query.
Please be assured that we have escalated your issue to our NOC Department and requested urgent assistance. We are actively monitoring the progress and will ensure that your service is restored as soon as possible.
We truly appreciate your patience and loyalty as a valued MetroFibre customer for the past four years. We will keep you updated and ensure a prompt resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience caused by the delay in resolving your query.
Please be assured that we have escalated your issue to our NOC Department and requested urgent assistance. We are actively monitoring the progress and will ensure that your service is restored as soon as possible.
We truly appreciate your patience and loyalty as a valued MetroFibre customer for the past four years. We will keep you updated and ensure a prompt resolution.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
LM
Lawrance M's updateReviewer Update
06 Mar 2025, 14:22Hi Siboniso/MetroFibre,
A day later from your reply I am still without internet access, everyday when i call the support agents tell me they will escalate and also ask the technical supervisor to call me.
I've sent an email last night replying to theyre attempt to fix the issue , and also followed up this morning (06 March 2025) and still no response and followed up again and i keep talking to the support team and they keep telling me the same thing , "we will escalate this with the technical team and tell them it's urgent" and i humbly asked the support agent ,if I could speak to the supervisor in the technical tech and get this thing resolved and I am told that they will ask the supervisor to call me ASAP, same thing I was told twice yesterday (05 March 2025).
Is this how metrofibre treats they're customers ? Or do I need to be a business customer so one is valued more and addressed with urgency. Or does one need to beg with knees on the floor to just have internet connection restored!? Come on metro fibre can do better!..we can't have an open ticket just to bring up an existing link , can I have my internet access restored ASAP please!
A day later from your reply I am still without internet access, everyday when i call the support agents tell me they will escalate and also ask the technical supervisor to call me.
I've sent an email last night replying to theyre attempt to fix the issue , and also followed up this morning (06 March 2025) and still no response and followed up again and i keep talking to the support team and they keep telling me the same thing , "we will escalate this with the technical team and tell them it's urgent" and i humbly asked the support agent ,if I could speak to the supervisor in the technical tech and get this thing resolved and I am told that they will ask the supervisor to call me ASAP, same thing I was told twice yesterday (05 March 2025).
Is this how metrofibre treats they're customers ? Or do I need to be a business customer so one is valued more and addressed with urgency. Or does one need to beg with knees on the floor to just have internet connection restored!? Come on metro fibre can do better!..we can't have an open ticket just to bring up an existing link , can I have my internet access restored ASAP please!
LM
Lawrance M's update06 Mar 2025, 14:22
Reviewer Update
Hi Siboniso/MetroFibre,
A day later from your reply I am still without internet access, everyday when i call the support agents tell me they will escalate and also ask the technical supervisor to call me.
I've sent an email last night replying to theyre attempt to fix the issue , and also followed up this morning (06 March 2025) and still no response and followed up again and i keep talking to the support team and they keep telling me the same thing , "we will escalate this with the technical team and tell them it's urgent" and i humbly asked the support agent ,if I could speak to the supervisor in the technical tech and get this thing resolved and I am told that they will ask the supervisor to call me ASAP, same thing I was told twice yesterday (05 March 2025).
Is this how metrofibre treats they're customers ? Or do I need to be a business customer so one is valued more and addressed with urgency. Or does one need to beg with knees on the floor to just have internet connection restored!? Come on metro fibre can do better!..we can't have an open ticket just to bring up an existing link , can I have my internet access restored ASAP please!
A day later from your reply I am still without internet access, everyday when i call the support agents tell me they will escalate and also ask the technical supervisor to call me.
I've sent an email last night replying to theyre attempt to fix the issue , and also followed up this morning (06 March 2025) and still no response and followed up again and i keep talking to the support team and they keep telling me the same thing , "we will escalate this with the technical team and tell them it's urgent" and i humbly asked the support agent ,if I could speak to the supervisor in the technical tech and get this thing resolved and I am told that they will ask the supervisor to call me ASAP, same thing I was told twice yesterday (05 March 2025).
Is this how metrofibre treats they're customers ? Or do I need to be a business customer so one is valued more and addressed with urgency. Or does one need to beg with knees on the floor to just have internet connection restored!? Come on metro fibre can do better!..we can't have an open ticket just to bring up an existing link , can I have my internet access restored ASAP please!
MetroFibre Networx's replyOfficial
06 Mar 2025, 14:59Dear Lawrance,
Thank you for taking my call and for taking the time to discuss your concerns. We appreciate the opportunity to assist you.
As discussed, our WiFi & LAN team is currently investigating the provisioning issue, and we will be in touch with further updates as they become available.
Thank you for your patience and cooperation as we work to address your concerns and restore your service.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for taking my call and for taking the time to discuss your concerns. We appreciate the opportunity to assist you.
As discussed, our WiFi & LAN team is currently investigating the provisioning issue, and we will be in touch with further updates as they become available.
Thank you for your patience and cooperation as we work to address your concerns and restore your service.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply06 Mar 2025, 14:59
Official
Dear Lawrance,
Thank you for taking my call and for taking the time to discuss your concerns. We appreciate the opportunity to assist you.
As discussed, our WiFi & LAN team is currently investigating the provisioning issue, and we will be in touch with further updates as they become available.
Thank you for your patience and cooperation as we work to address your concerns and restore your service.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for taking my call and for taking the time to discuss your concerns. We appreciate the opportunity to assist you.
As discussed, our WiFi & LAN team is currently investigating the provisioning issue, and we will be in touch with further updates as they become available.
Thank you for your patience and cooperation as we work to address your concerns and restore your service.
Best regards,
Marilize
MetroFibre Complaints & Escalations
LM
Lawrance M's updateReviewer Update
08 Mar 2025, 08:11Hi Marilize,
I still don't have internet access two days later from your response, no update from your team nor from you.
My ticket/query has been open for 8 days now and no change!
I am really running out of patience ,this is unacceptable.
Can someone please restore my internet access today!
I still don't have internet access two days later from your response, no update from your team nor from you.
My ticket/query has been open for 8 days now and no change!
I am really running out of patience ,this is unacceptable.
Can someone please restore my internet access today!
LM
Lawrance M's update08 Mar 2025, 08:11
Reviewer Update
Hi Marilize,
I still don't have internet access two days later from your response, no update from your team nor from you.
My ticket/query has been open for 8 days now and no change!
I am really running out of patience ,this is unacceptable.
Can someone please restore my internet access today!
I still don't have internet access two days later from your response, no update from your team nor from you.
My ticket/query has been open for 8 days now and no change!
I am really running out of patience ,this is unacceptable.
Can someone please restore my internet access today!