BV
Bev V
1 reviews | Active since Sept 2017
05 Nov 2024, 13:19
Metrofibre not providing faster speed we are paying for timeously, if at all
Have been paying for faster fibre for months before router/modem update - ********* since have been paying for a service that could not be delivered until device upgraded.
It then took 3 device exchanges and over 3 working days downtime (no service) to get resolved.
It is clear that the contracted consultants are not the issue - it is the Metrofibre configuration team that are clueless.
Be sure you get what you are paying for - this service is more costly because the services are supposedly better - in my experience, this unfortunately not the case. Sincerely hope this company improves. Thankfully we have options. I am not happing having paid dearly for a service not provided.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
05 Nov 2024, 13:50Dear Valued Client,
Thank you for reaching out and sharing your experience with us. We apologize for the service disruptions you encountered and for the challenges you faced during the recent device exchanges. We appreciate your patience as we worked to resolve these issues, and we deeply regret the extended resolution time.
Your feedback regarding our configuration processes is important to us, and we will ensure that it is shared with our internal technical teams to enhance our configuration and troubleshooting methods and avoid similar issues in the future.
Your satisfaction is essential to us, and we would like to ensure that you are now experiencing the quality and speed you expect from your package. If there are any remaining concerns, or if there’s anything we can assist with further, please reach out to us by sending an email to *** or responding to your existing fault ticket 467568 via email.
We are here to help and ensure you get the full value from your service.
Thank you once again for giving us the opportunity to address your concerns. We hope to regain your confidence in us.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your experience with us. We apologize for the service disruptions you encountered and for the challenges you faced during the recent device exchanges. We appreciate your patience as we worked to resolve these issues, and we deeply regret the extended resolution time.
Your feedback regarding our configuration processes is important to us, and we will ensure that it is shared with our internal technical teams to enhance our configuration and troubleshooting methods and avoid similar issues in the future.
Your satisfaction is essential to us, and we would like to ensure that you are now experiencing the quality and speed you expect from your package. If there are any remaining concerns, or if there’s anything we can assist with further, please reach out to us by sending an email to *** or responding to your existing fault ticket 467568 via email.
We are here to help and ensure you get the full value from your service.
Thank you once again for giving us the opportunity to address your concerns. We hope to regain your confidence in us.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
MetroFibre Networx's reply05 Nov 2024, 13:50
Official
Dear Valued Client,
Thank you for reaching out and sharing your experience with us. We apologize for the service disruptions you encountered and for the challenges you faced during the recent device exchanges. We appreciate your patience as we worked to resolve these issues, and we deeply regret the extended resolution time.
Your feedback regarding our configuration processes is important to us, and we will ensure that it is shared with our internal technical teams to enhance our configuration and troubleshooting methods and avoid similar issues in the future.
Your satisfaction is essential to us, and we would like to ensure that you are now experiencing the quality and speed you expect from your package. If there are any remaining concerns, or if there’s anything we can assist with further, please reach out to us by sending an email to *** or responding to your existing fault ticket 467568 via email.
We are here to help and ensure you get the full value from your service.
Thank you once again for giving us the opportunity to address your concerns. We hope to regain your confidence in us.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
Thank you for reaching out and sharing your experience with us. We apologize for the service disruptions you encountered and for the challenges you faced during the recent device exchanges. We appreciate your patience as we worked to resolve these issues, and we deeply regret the extended resolution time.
Your feedback regarding our configuration processes is important to us, and we will ensure that it is shared with our internal technical teams to enhance our configuration and troubleshooting methods and avoid similar issues in the future.
Your satisfaction is essential to us, and we would like to ensure that you are now experiencing the quality and speed you expect from your package. If there are any remaining concerns, or if there’s anything we can assist with further, please reach out to us by sending an email to *** or responding to your existing fault ticket 467568 via email.
We are here to help and ensure you get the full value from your service.
Thank you once again for giving us the opportunity to address your concerns. We hope to regain your confidence in us.
Kind Regards,
Marilize
MetroFibre Complaints and Escalations
BV
Bev V's updateReviewer Update
06 Nov 2024, 09:13Dear Marilize,
Kindly give me a call.
In the review I have made it abundantly clear it is not the subcontractors used to swop out the units that are the issue, it is you configuration team yet this is evidently not what it communicated back.
Passing the buck and not understanding compounds the issue - therefore I would like to have a conversation with you to clarify and ensure you understand and articulate back appropriately to remedy please.
Regards,
Bev
Kindly give me a call.
In the review I have made it abundantly clear it is not the subcontractors used to swop out the units that are the issue, it is you configuration team yet this is evidently not what it communicated back.
Passing the buck and not understanding compounds the issue - therefore I would like to have a conversation with you to clarify and ensure you understand and articulate back appropriately to remedy please.
Regards,
Bev
BV
Bev V's update06 Nov 2024, 09:13
Reviewer Update
Dear Marilize,
Kindly give me a call.
In the review I have made it abundantly clear it is not the subcontractors used to swop out the units that are the issue, it is you configuration team yet this is evidently not what it communicated back.
Passing the buck and not understanding compounds the issue - therefore I would like to have a conversation with you to clarify and ensure you understand and articulate back appropriately to remedy please.
Regards,
Bev
Kindly give me a call.
In the review I have made it abundantly clear it is not the subcontractors used to swop out the units that are the issue, it is you configuration team yet this is evidently not what it communicated back.
Passing the buck and not understanding compounds the issue - therefore I would like to have a conversation with you to clarify and ensure you understand and articulate back appropriately to remedy please.
Regards,
Bev
MetroFibre Networx's replyOfficial
12 Nov 2024, 13:59Dear Bev,
Thank you for your patience as we work to address your credit request.
We want to inform you that our Finance Department is still reviewing the request, and they are actively working to ensure it is processed accurately. We will provide you with feedback as soon as we have an update from their team.
We appreciate your understanding and will be in touch shortly with further information.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your patience as we work to address your credit request.
We want to inform you that our Finance Department is still reviewing the request, and they are actively working to ensure it is processed accurately. We will provide you with feedback as soon as we have an update from their team.
We appreciate your understanding and will be in touch shortly with further information.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply12 Nov 2024, 13:59
Official
Dear Bev,
Thank you for your patience as we work to address your credit request.
We want to inform you that our Finance Department is still reviewing the request, and they are actively working to ensure it is processed accurately. We will provide you with feedback as soon as we have an update from their team.
We appreciate your understanding and will be in touch shortly with further information.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your patience as we work to address your credit request.
We want to inform you that our Finance Department is still reviewing the request, and they are actively working to ensure it is processed accurately. We will provide you with feedback as soon as we have an update from their team.
We appreciate your understanding and will be in touch shortly with further information.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations