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Dear Mosima,

I sincerely apologize for the frustration and inconvenience you’ve experienced with your Metro Fibre service over the past two months. I can completely understand how disappointing it must be to pay for a service that you rely on, only to encounter ongoing issues without resolution. Please allow me to extend our deepest apologies for the delay in addressing your concerns.

I want to assure you that your experience is not reflective of the level of service we aim to provide, and I am truly sorry that we have fallen short of your expectations. I understand that you have been waiting for over a month for an escalation, and the lack of communication and progress is entirely unacceptable.

After reviewing your case, I’ve escalated the issue to our Network Operations Center (NOC) for a thorough investigation. They are now fully aware of the situation and have prioritized it. Our team at the NOC will work diligently to identify the root cause of the problem and resolve it as swiftly as possible. Rest assured, you will be kept informed of any progress made and the expected timeframes for resolution.

We take all customer complaints very seriously, and we deeply regret the inconvenience this delay has caused. While I understand your frustration with the ongoing issues, I want to reaffirm that we are committed to resolving the matter to your satisfaction. You deserve a reliable and dependable service, and we will do everything within our power to restore that for you.

Once again, I apologize for the inconvenience and the impact this has had on your experience with Metro Fibre. We value your business, and we are grateful for your patience while we work to make things right.

Thank you for your understanding.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations