MetroFibre’s Incompetence and Lack of Communication – A Frustrating Nightmare

We app**** for a fibre connection with MetroFibre on January 30th and received a confirmation message stating that our order was successful. We were told a technician would contact us shortly to arrange installation and were given a reference number for follow-ups.

After hearing nothing for several days, we called the call center on February 4th. The first two agents we spoke to could not find any record of our reference number or the phone number we used to register and referred us to the sales department. After finally getting through to Sureya, we were told that our application had not gone through because the previous tenant had an outstanding balance. This was the first time we were informed of this issue. Sureya requested that we send proof of ID, proof of residence, and a lease agreement, which we did. She then sent us an application form, which we filled out and returned on February 6th.

On February 7th, we received a WhatsApp message stating that a technician would contact us to arrange installation. However, no one reached out. When we followed up via WhatsApp, we were told that a technician would be in touch within 72 hours.

By February 14th, still having heard nothing, we called the call center again. This time, we were told that our address was incorrect—which was baffling since our application had already been approved using that very same address. After several frustrating exchanges, the agent called us back to ask if we were staying in a cottage behind the main house, which was never part of the initial discussion. After more back-and-forth, the agent finally admitted that the issue with the address had been resolved and assured us that the matter had been escalated to a technician.

It is now halfway through the month, and we still have no internet. The most frustrating part of this entire ordeal is the complete lack of communication from MetroFibre—we are never informed of issues unless we call to ask. Every time we speak to an agent, we receive a different excuse as to why nothing has progressed. We never expected to struggle this much just to pay for a service. Unfortunately, MetroFibre owns the infrastructure, so we are left with no choice but to deal with their incompetence.

This level of service is absolutely unacceptable. If MetroFibre values its customers at all, they need to address their communication failures and internal inefficiencies immediately.