No Connectivity Since Package Change on 30 April – Poor Support and No Resolution

I am extremely disappointed with the service from MetroFibre. We changed our fibre package on 30 April, and since the change we have had no internet connectivity at all.

What makes this even more frustrating is the lack of consistent information from support. One agent tells us there is an outage, while another says it is a configuration issue. At this point, we still do not know what the actual problem is.

We have logged multiple tickets, made numerous phone calls, and spent hours trying to get assistance, yet nothing has been resolved. Payment for the new package has already been made, and the app shows the package as active, but the fibre service is still not working.

The AI chatbot is completely unhelpful and only adds to the frustration. It should be seriously improved or discontinued if it cannot assist customers effectively. On the rare occasion that a human agent finally calls back, the phone rings once or twice and then they hang up before there is even a chance to answer.

This level of service is unacceptable, especially when customers are paying for a service they cannot use. We urgently need this issue resolved and proper communication from MetroFibre support.