KE
Kelly E
1 reviews | Active since Aug 2025
01 May 2026, 17:20
No Assistance or meaningful feedback
Metro fibre is just impossible to get hold of for urgent assistance. My account was disconnected ( My account is paid up to date) on a Friday public holiday. 01/05/2026. I have been trying since 8 O clock this morning ( it is now 17:15) to get some assistance and explanation and it is near impossible. I have exhausted 100 s of rands topping up my cell phone balance to phone their call centre. The call centre is beyond a joke. You get AI and then you are transferred with no further help. If you wait on the line for around 20 minutes then AI returns to tell you that "I am sure you have better things to do" You get disconnected. Emailing or WhatsApp ing is no better. Each time having to explain the problem again from scratch but with no finalization.
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Replies (2)
MetroFibre Networx's replyOfficial
01 May 2026, 17:31 Dear Kelly Elliott
Thank you for reaching out and for detailing your experience.
I understand how frustrating it is to be without service, especially when your account is fully paid, and you’ve spent considerable time and money trying to get assistance without resolution. The difficulty in reaching support and the lack of meaningful feedback is not the experiences we intend to provide.
Your disconnection has been escalated for immediate investigation. The relevant team is reviewing your account status and the reason for the interruption to ensure that your service is restored as a priority. The challenges you’ve faced with our call centre and communication channels have also been noted and are being addressed internally.
You will be updated as soon as there is progress, and every effort is being made to resolve this without further delay.
Kind regards, Sibonisile MetroFibre Complaints & Escalations
Thank you for reaching out and for detailing your experience.
I understand how frustrating it is to be without service, especially when your account is fully paid, and you’ve spent considerable time and money trying to get assistance without resolution. The difficulty in reaching support and the lack of meaningful feedback is not the experiences we intend to provide.
Your disconnection has been escalated for immediate investigation. The relevant team is reviewing your account status and the reason for the interruption to ensure that your service is restored as a priority. The challenges you’ve faced with our call centre and communication channels have also been noted and are being addressed internally.
You will be updated as soon as there is progress, and every effort is being made to resolve this without further delay.
Kind regards, Sibonisile MetroFibre Complaints & Escalations
MetroFibre Networx's reply01 May 2026, 17:31
Official
Dear Kelly Elliott
Thank you for reaching out and for detailing your experience.
I understand how frustrating it is to be without service, especially when your account is fully paid, and you’ve spent considerable time and money trying to get assistance without resolution. The difficulty in reaching support and the lack of meaningful feedback is not the experiences we intend to provide.
Your disconnection has been escalated for immediate investigation. The relevant team is reviewing your account status and the reason for the interruption to ensure that your service is restored as a priority. The challenges you’ve faced with our call centre and communication channels have also been noted and are being addressed internally.
You will be updated as soon as there is progress, and every effort is being made to resolve this without further delay.
Kind regards, Sibonisile MetroFibre Complaints & Escalations
Thank you for reaching out and for detailing your experience.
I understand how frustrating it is to be without service, especially when your account is fully paid, and you’ve spent considerable time and money trying to get assistance without resolution. The difficulty in reaching support and the lack of meaningful feedback is not the experiences we intend to provide.
Your disconnection has been escalated for immediate investigation. The relevant team is reviewing your account status and the reason for the interruption to ensure that your service is restored as a priority. The challenges you’ve faced with our call centre and communication channels have also been noted and are being addressed internally.
You will be updated as soon as there is progress, and every effort is being made to resolve this without further delay.
Kind regards, Sibonisile MetroFibre Complaints & Escalations
KE
Kelly E's updateReviewer Update
03 May 2026, 21:16Thank you for your response. However I believe that I am just told what Metro Fibre believes will keep me quiet. It is Sunday 3/ 05/ 2026 at 21:06 and I still have no internet. I eventually got through to a lady ( Linda) at your call centre on Friday evening at 6:15. She really did her best to try and assist me. She phoned her manager and she assured me that someone from sales would phone me the next morning. I repeatedly told her that I could not be reached before 10 O clock on Saturday morning as I work. Between 8 O clock and 10 O clock I was repeatedly called. I could not answer the call. I then drove to the Metro Fibre Office in Jeffreys Bay. They were closed. This did not solve my problem. I tried to phone the call centre only to realise I was once again out of airtime. I topped up again on airtime. ( R 600 later on airtime since Friday morning 1st May 2026 trying to sort out my issue with Metro Fibre) I got through to the sales department. I spoke to a a representative who was rather irritated by me. I had to explain my situation from scratch again. Nothing was achieved. Eventually Ì was called by the sales department between 11:30 and 12. I was told that my account had been cancelled as no form had been filled in to move my internet from 1 address in Aston Bay to another. I explained that I had gone into the offices at Jeffreys Bay to fill in the form and have my internet moved. How else would a technician have been dispatched to do the necessary to move my fibre to my new address.? This is completely a problem created by Metro Fibre. I also asked why I had not been contacted. I was told that a lady in sales had "activated the cancellation of my service on the 17 April 2026. I was told that they had tried to phone me last week. I am not able to answer calls during working hours. I work till 7 or 8 O clock most nights. I want to know why I was not emailed. My accounts are emailed to me so why was I not emailed to tell me I was going to be disconnected. I was told that I would have to now re-apply for my internet connection and that an agent would ring me from sales. Within 15 minutes an agent rang me and took the necessary details. I was told that we needed to do this ASAP so that he could get my line connected on Saturday. My line was never re-connected and besides an email confirming my order ( yes you have my email address) I have heard nothing back from Metro Fibre and I still have no service. I lost a class this evening due to no internet. I have had to use a back up service this weekend . This has cost me a fortune ( besides the costs on airtime) and this service is Wi-Fi and is not fast enough for the work I do. I have therefore jeopardised my employment due to no fault of my own. My question is. When am I going to actually get some action to re-instate my line and who is going to re-imburse me for all the money I have lost because my service was cancelled through no fault of my own? I originally filled in and handed in the form at the Metro Fibre office. Technicians were dispatched to do the move. So who is going to take responsibility? So once again. Thank you for your response. Sadly absolutely nothing has been resolved.
KE
Kelly E's update03 May 2026, 21:16
Reviewer Update
Thank you for your response. However I believe that I am just told what Metro Fibre believes will keep me quiet. It is Sunday 3/ 05/ 2026 at 21:06 and I still have no internet. I eventually got through to a lady ( Linda) at your call centre on Friday evening at 6:15. She really did her best to try and assist me. She phoned her manager and she assured me that someone from sales would phone me the next morning. I repeatedly told her that I could not be reached before 10 O clock on Saturday morning as I work. Between 8 O clock and 10 O clock I was repeatedly called. I could not answer the call. I then drove to the Metro Fibre Office in Jeffreys Bay. They were closed. This did not solve my problem. I tried to phone the call centre only to realise I was once again out of airtime. I topped up again on airtime. ( R 600 later on airtime since Friday morning 1st May 2026 trying to sort out my issue with Metro Fibre) I got through to the sales department. I spoke to a a representative who was rather irritated by me. I had to explain my situation from scratch again. Nothing was achieved. Eventually Ì was called by the sales department between 11:30 and 12. I was told that my account had been cancelled as no form had been filled in to move my internet from 1 address in Aston Bay to another. I explained that I had gone into the offices at Jeffreys Bay to fill in the form and have my internet moved. How else would a technician have been dispatched to do the necessary to move my fibre to my new address.? This is completely a problem created by Metro Fibre. I also asked why I had not been contacted. I was told that a lady in sales had "activated the cancellation of my service on the 17 April 2026. I was told that they had tried to phone me last week. I am not able to answer calls during working hours. I work till 7 or 8 O clock most nights. I want to know why I was not emailed. My accounts are emailed to me so why was I not emailed to tell me I was going to be disconnected. I was told that I would have to now re-apply for my internet connection and that an agent would ring me from sales. Within 15 minutes an agent rang me and took the necessary details. I was told that we needed to do this ASAP so that he could get my line connected on Saturday. My line was never re-connected and besides an email confirming my order ( yes you have my email address) I have heard nothing back from Metro Fibre and I still have no service. I lost a class this evening due to no internet. I have had to use a back up service this weekend . This has cost me a fortune ( besides the costs on airtime) and this service is Wi-Fi and is not fast enough for the work I do. I have therefore jeopardised my employment due to no fault of my own. My question is. When am I going to actually get some action to re-instate my line and who is going to re-imburse me for all the money I have lost because my service was cancelled through no fault of my own? I originally filled in and handed in the form at the Metro Fibre office. Technicians were dispatched to do the move. So who is going to take responsibility? So once again. Thank you for your response. Sadly absolutely nothing has been resolved.