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Johan E

1 reviews | Active since Jul 2011

11 Mar 2020, 12:23

MetroFibre not stepping up to the party at all

Metrofibre did the infrastructure in our complex. I was one of the first takers of their offer. Since then, houses in my street are already connected. My connection remains dead. I have been battling for about 6 weeks to get the issue resolved, with zero success. Always the same question and answer session, and always the same zero resolution to the problem. The amount of emails between myself and MF would fill an encyclopedia. MF, I really do not appreciate the effort you've been putting into getting this resolved, because the effort you put into the resolution of this issue is less than zero. Promises of escalating the call, promises of technicians contacting me, promises, promises. I implore you, please FIX the fibre infrastructure and PLEASE get me connected.

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Replies (6)
MetroFibre Networx
MetroFibre Networx's reply11 Mar 2020, 14:39
Official
Good day Johan,

We are sorry to hear about your experience. We shall immediately investigate this on our side. If you could kindly log a ticket on our website as well to ensure the tracking of your issue.

Kind regards
MetroFibre Team
JE
Johan E's update11 Mar 2020, 14:46
Reviewer Update
Good afternoon. Thank you for your stock response. However, since my fibre is NOT active yet, and I do NOT have an account yet because of this, I cannot log a ticket on your website to effectively track this issue, otherwise I would have done so a long time ago.
MetroFibre Networx
MetroFibre Networx's reply11 Mar 2020, 14:57
Official
Good day Johan,

Hope you are well. You can log a ticket on our website to provide the details onhow we can get in contact with you. Please visit our website and click on the log a ticket button which will allow you to do this.

Thank you for your understanding.

Kind regards,
MetroFibre Team
JE
Johan E's update11 Mar 2020, 15:00
Reviewer Update
Hi Shaun Heath has contacted me and will be at my house this afternoon. Hopefully he will be able to resolve this issue. What use would logging a ticket be if multiple emails to support, etc. did not cut it? Why did I have to resort to a negative rating before anyone decided to really do something about this?
MetroFibre Networx
MetroFibre Networx's reply11 Mar 2020, 15:07
Official
Hi Johan,

We are always willing to assist and apologise for any inconvenience you may have experienced. Please always ensure that you log a ticket with your ISP as soon as possible when experiencing any service interruptions to ensure quick and prompt resolution.

Kindr Regards
MetroFibre Team
JE
Johan E's update17 Mar 2020, 10:26
Reviewer Update
Only after logging a complaint on here, did Metrofibre send out a technician to my house. Thank you Shawn Heath for fixing the fibre outside the house in the manhole even before we were home, and then fixing the fibre inside the house as well, in a very short time. You deserve a Bells! @Metrofibre, you need more technicians like him.