HP
Hendruk P
1 reviews | Active since Oct 2018
25 Aug 2024, 16:27
Metrofibre Pretoria North
Internet in Pretoria North went down yesterday 24th Aug 2024 and was back 6am 25th Aug 2024. Again it went down @1:30 and when I called 2 agents stated it was part of the outage and will be fixed at 4pm and they did not want to update or confirmed if it was a new break in service. I call 5 mins ago the website says it's up and running and mine if still off and the agent said yes it's up and when I questioned she said no it's still off let me check. I was placed on hold and then like always the phone went dead. Worst service I have experienced. Now again no one knows when it will be up and we as customers must just except. Hopefully the new company I contacted will provide better service and better feedback and will eliminate the downtime issues #metrofibre no thank you. They didn't even asked my nr to check my area or the cluster I am in.
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Replies (9)0
Replies (9)HP
Hendruk P's updateReviewer Update
26 Aug 2024, 12:02No one called and no one is keeping me up to date off what is going on. Don't break your leg trying to pretend to care as it can't take this long to pickup a telephone to contact me. Pathetic all I can say.
HP
Hendruk P's update26 Aug 2024, 12:02
Reviewer Update
No one called and no one is keeping me up to date off what is going on. Don't break your leg trying to pretend to care as it can't take this long to pickup a telephone to contact me. Pathetic all I can say.
MetroFibre Networx's replyOfficial
26 Aug 2024, 16:02Dear Hendruk
Thank you for reaching out to us.
We have received your complaint and want to confirm that we have spoken to your wife and informed her that there is an issue with the line.
Our team has confirmed this, and a technician has been assigned to resolve the problem. You should be receiving a call from the technician soon to schedule an appointment, should they need to enter your home.
Please accept our sincere apologies for the inconvenience caused.
If you have any further questions or concerns, please don’t hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
Thank you for reaching out to us.
We have received your complaint and want to confirm that we have spoken to your wife and informed her that there is an issue with the line.
Our team has confirmed this, and a technician has been assigned to resolve the problem. You should be receiving a call from the technician soon to schedule an appointment, should they need to enter your home.
Please accept our sincere apologies for the inconvenience caused.
If you have any further questions or concerns, please don’t hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
MetroFibre Networx's reply26 Aug 2024, 16:02
Official
Dear Hendruk
Thank you for reaching out to us.
We have received your complaint and want to confirm that we have spoken to your wife and informed her that there is an issue with the line.
Our team has confirmed this, and a technician has been assigned to resolve the problem. You should be receiving a call from the technician soon to schedule an appointment, should they need to enter your home.
Please accept our sincere apologies for the inconvenience caused.
If you have any further questions or concerns, please don’t hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
Thank you for reaching out to us.
We have received your complaint and want to confirm that we have spoken to your wife and informed her that there is an issue with the line.
Our team has confirmed this, and a technician has been assigned to resolve the problem. You should be receiving a call from the technician soon to schedule an appointment, should they need to enter your home.
Please accept our sincere apologies for the inconvenience caused.
If you have any further questions or concerns, please don’t hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
HP
Hendruk P's updateReviewer Update
26 Aug 2024, 16:56It's not my wife it's my sister. You clearly did not read my complaint or understand the complaint. You guys are putting more fuel on the fire. Understand first what the complaint is before you jump to conclusions. My complaints has not been dealt with accordingly and this is not acceptable. I did log a complaint and they also don't know what they are doing so now I have logged a complaint with compliance of South Africa.
HP
Hendruk P's update26 Aug 2024, 16:56
Reviewer Update
It's not my wife it's my sister. You clearly did not read my complaint or understand the complaint. You guys are putting more fuel on the fire. Understand first what the complaint is before you jump to conclusions. My complaints has not been dealt with accordingly and this is not acceptable. I did log a complaint and they also don't know what they are doing so now I have logged a complaint with compliance of South Africa.
MetroFibre Networx's replyOfficial
27 Aug 2024, 08:17Dear Hendruk,
I trust you are well.
Thank you for taking my call. Kindly note that your services have now been restored. Please accept our sincere apologies for the delay in getting you connected.
If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
I trust you are well.
Thank you for taking my call. Kindly note that your services have now been restored. Please accept our sincere apologies for the delay in getting you connected.
If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
MetroFibre Networx's reply27 Aug 2024, 08:17
Official
Dear Hendruk,
I trust you are well.
Thank you for taking my call. Kindly note that your services have now been restored. Please accept our sincere apologies for the delay in getting you connected.
If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
I trust you are well.
Thank you for taking my call. Kindly note that your services have now been restored. Please accept our sincere apologies for the delay in getting you connected.
If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations
HP
Hendruk P's updateReviewer Update
27 Aug 2024, 08:22The internet might be resolved but I am not accepting that I have not received feedback around the poor services from 4 agents. I am not going to leave it here until I am satisfied and discipline given to the staff members that gave poor services and was not willing to assist me to get this matter resolved. I will take this issue to the highest level. I want a formal apologies and not typed on a email and I want to know the discipline outcome of the 4 staff members.
HP
Hendruk P's update27 Aug 2024, 08:22
Reviewer Update
The internet might be resolved but I am not accepting that I have not received feedback around the poor services from 4 agents. I am not going to leave it here until I am satisfied and discipline given to the staff members that gave poor services and was not willing to assist me to get this matter resolved. I will take this issue to the highest level. I want a formal apologies and not typed on a email and I want to know the discipline outcome of the 4 staff members.
HP
Hendruk P's updateReviewer Update
29 Aug 2024, 23:17No response from metrofibre and guess what the internet is off again. Pathetic service.
HP
Hendruk P's update29 Aug 2024, 23:17
Reviewer Update
No response from metrofibre and guess what the internet is off again. Pathetic service.
MetroFibre Networx's replyOfficial
30 Aug 2024, 09:42Dear Hendruk
Thank you for bringing this matter to our attention.
We wanted to inform you that your request for us to address the issue with our agents has been forwarded to our Head of Department. He will be in touch with you to discuss the service you have received thus far.
Please accept our sincere apologies for the inconvenience you have experienced regarding this matter. We appreciate your patience and understanding as we work to resolve this issue.
If you have any further questions or concerns, please do not hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for bringing this matter to our attention.
We wanted to inform you that your request for us to address the issue with our agents has been forwarded to our Head of Department. He will be in touch with you to discuss the service you have received thus far.
Please accept our sincere apologies for the inconvenience you have experienced regarding this matter. We appreciate your patience and understanding as we work to resolve this issue.
If you have any further questions or concerns, please do not hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply30 Aug 2024, 09:42
Official
Dear Hendruk
Thank you for bringing this matter to our attention.
We wanted to inform you that your request for us to address the issue with our agents has been forwarded to our Head of Department. He will be in touch with you to discuss the service you have received thus far.
Please accept our sincere apologies for the inconvenience you have experienced regarding this matter. We appreciate your patience and understanding as we work to resolve this issue.
If you have any further questions or concerns, please do not hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team
Thank you for bringing this matter to our attention.
We wanted to inform you that your request for us to address the issue with our agents has been forwarded to our Head of Department. He will be in touch with you to discuss the service you have received thus far.
Please accept our sincere apologies for the inconvenience you have experienced regarding this matter. We appreciate your patience and understanding as we work to resolve this issue.
If you have any further questions or concerns, please do not hesitate to contact us.
Kind regards,
Phindile Msokwini
MetroFibre Complaints & Escalations Team
HP
Hendruk P's updateReviewer Update
30 Aug 2024, 09:56Thank you let's see if he will actually call as I know he is not going to. What is wrong with the internet once again today. I am offline again. Why is metrofibre struggling to keep the lights on. You are impacting my financially as we are still working from home and cannot wait hours on end before it is sorted out.
HP
Hendruk P's update30 Aug 2024, 09:56
Reviewer Update
Thank you let's see if he will actually call as I know he is not going to. What is wrong with the internet once again today. I am offline again. Why is metrofibre struggling to keep the lights on. You are impacting my financially as we are still working from home and cannot wait hours on end before it is sorted out.
HP
Hendruk P's updateReviewer Update
30 Aug 2024, 09:57Thank you let's see if he will actually call as I know he is not going to. What is wrong with the internet once again today. I am offline again. Why is metrofibre struggling to keep the lights on. You are impacting my financially as we are still working from home and cannot wait hours on end before it is sorted out.
HP
Hendruk P's update30 Aug 2024, 09:57
Reviewer Update
Thank you let's see if he will actually call as I know he is not going to. What is wrong with the internet once again today. I am offline again. Why is metrofibre struggling to keep the lights on. You are impacting my financially as we are still working from home and cannot wait hours on end before it is sorted out.