BS
Balamurugan S
1 reviews | Active since Feb 2026
06 Feb 2026, 07:38
MetroFibre - service and support entirely inadequate and unacceptable.
Being without internet for 10 days when you work from home is not just inconvenient, it’s genuinely disruptive.
A fault was logged on Monday, 28 January 2026, after my internet connection stopped working completely. As of today, Friday, the service has been down for 10 consecutive days, with no resolution, no meaningful feedback, and no clear commitment on restoration despite multiple follow-ups and escalations.
This is a clear breach of agreed service levels. I am a work-from-home customer, and the prolonged outage has caused significant disruption. The lack of ownership, communication, and urgency from MetroFibre during this period has been extremely disappointing and falls well below acceptable standards for a paying customer.
What is most concerning is that this appears to be a minor technical issue that could reasonably be resolved in a short time, yet it has now exceeded 240 hours with no progress communicated.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
06 Feb 2026, 08:02Dear Balamurugan
Thank you for bringing this matter to our attention. We sincerely apologise for the inconvenience caused by the prolonged loss of service and understand the disruption this has had on your work and daily activities.
Our contractor attended the premises yesterday and confirmed that the service could not be restored as you have relocated to a different address. To proceed with connectivity at your new premises, a Change of Address (COA) application will be required so that the necessary installation and activation processes can be arranged.
We kindly request that you submit the COA request at your earliest convenience or contact our support team for assistance with the process. Once received, we will prioritise the relocation to restore your service as quickly as possible.
We appreciate your patience and remain committed to resolving this matter.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's reply06 Feb 2026, 08:02
Official
Dear Balamurugan
Thank you for bringing this matter to our attention. We sincerely apologise for the inconvenience caused by the prolonged loss of service and understand the disruption this has had on your work and daily activities.
Our contractor attended the premises yesterday and confirmed that the service could not be restored as you have relocated to a different address. To proceed with connectivity at your new premises, a Change of Address (COA) application will be required so that the necessary installation and activation processes can be arranged.
We kindly request that you submit the COA request at your earliest convenience or contact our support team for assistance with the process. Once received, we will prioritise the relocation to restore your service as quickly as possible.
We appreciate your patience and remain committed to resolving this matter.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's replyOfficial
06 Feb 2026, 08:59Dear Balamurugan
Thank you for your prompt response.
Please note that your new activation request has been located, and the team has been advised to urgently assist with the activation. Should the activation not be successful, we will follow up immediately to ensure the matter is resolved.
We appreciate your patience and will keep you updated on the progress.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's reply06 Feb 2026, 08:59
Official
Dear Balamurugan
Thank you for your prompt response.
Please note that your new activation request has been located, and the team has been advised to urgently assist with the activation. Should the activation not be successful, we will follow up immediately to ensure the matter is resolved.
We appreciate your patience and will keep you updated on the progress.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's replyOfficial
06 Feb 2026, 15:06Hi Balamurugan
Thank you for taking the time to respond and for speaking with me earlier today. I’m happy to confirm that your line has now been successfully activated.
The activation was completed by our technical team, and your service should be fully operational. Should you experience any issues or need further assistance, please don’t hesitate to reach out, I’ll be more than happy to help.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
MetroFibre Networx's reply06 Feb 2026, 15:06
Official
Hi Balamurugan
Thank you for taking the time to respond and for speaking with me earlier today. I’m happy to confirm that your line has now been successfully activated.
The activation was completed by our technical team, and your service should be fully operational. Should you experience any issues or need further assistance, please don’t hesitate to reach out, I’ll be more than happy to help.
Kind regards
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx
Phindile Msokwini
Customer Complaints and Escalations Team Leader
Metrofibre Networx