MetroFibre **** service- offline more than a week

Ticket: 282088

We experienced intermittent issues on 16.04.23 of which we thought it's an area fault however on the 17.04.23 we were completely offline.

We reported issue on that evening or so to metro Fibre. Firstly after numerous calls on that day, just to get through to them to report the issue was insane. Calls dropped and nobody called back.

Secondly once issue was reported we were asked to do a speed test of which I did through my phone.

We awaited response for the day and nothing was said which we emailed and called as well only to find out that they want it done via laptop. So I did.

Again no response and followed same process of emails and calls.

Nhlayiseko Mabunda was dealing with the emails and asked for it to be done on 3 different speed test links which was done and sent. Then again no response and we followed up again.

I spoke with Koketso from support... She then requested a speed test which infuriated me as I have already done it. Then she said we need to do it via LAN cable and that I should buy one if I didn't have it.

Which is unacceptable!!! If it was someone elderly using Wi-Fi, they would have no clue on what to do. And neither am I going to put myself through further expenses as I have already spent over R400 in airtime and data! And neither is it my job to do support! She tried to reconfigure it remotely and of no use. I requested to speak to the manager and the call disconnected. Nobody called back.

Eventually on the 4th day a lady who was liaising via the email thread, Nhlayiseko Mabunda said she will be sending a tech on site because nothing they did remotely had worked. I then called later that evening to find out if a tech was really coming through..I requested a call back where another agent Hannah asked for speed test.

I obviously gave her a piece of my mind. I was literally going in circles and recorded most of the calls. So I insisted that I want the issue sorted immediately or get the manager on the line. I have promised that if issue isn't resolved I will put it on social media platforms and Hello Peter..

She politely insisted that she will see to it that the speed test gets loaded so then a tech can get to site.

She had done what was said however Nhlayiseko had emailed numbers of techs that we could contact. One was based on JHB and one immigrated. We are based in Durban and needed someone here so it was futile!

The tech advised us that there was a faulty batch of routers sent out and that metro Fibre Kzn techs need to come to replace it. This was already Friday 21.04.23.

We then had repeated process of calls and emails stating how useless the contact information was.

We got a hold of Sibu on 22.04.23 and had to explain the whole story again. She explained that she will speak to Brian the Wi-Fi specialist to see if he needs to get a tech here since it shows it's up on their end and not on ours. Apparently only once she speaks to him then a tech can come through and she promised to call us the next day by 9am and again nothing happened!

Please be sure not to debit the account for April and May as I incurred much costs already!!!

The amount of effort and calls and emails sent should tell you the poor service offered!!! No customer service and no support!

Nobody knows what the hell is going on!

Teach your staff to follow up and get back to clients! It should never be the other way.

This is a disgusting and putrid service!!! Absolutely the worst!