1 reviews | Active since Aug 2024
no internet access after payment everymonth, until weeks later
I have been experiencing the same issue every month. After making payment, my internet access is not restored immediately, and the matter only gets resolved weeks later. This has been extremely frustrating. Even though I have tried to give this service provider the benefit of the doubt, they continue to disappoint.
When contacting customer service, you are first directed to an automated system that is unable to assist. You then spend close to an hour on the call, only to eventually reach an agent after about 30 minutes. Unfortunately, even the agent is often unable to resolve the issue and, after asking multiple questions, transfers you back to the automated system.
This time, I made payment, but my status has been pending for three days. It also incorrectly shows that my internet access will only start on 15 May 2026, while we are still in April. This is unacceptable, especially as I work from home and rely on internet access.
I need this matter resolved urgently. My account is linked to the number ***. Please resolve this issue as soon as possible. My ticket number is ***.
We understand the frustration caused by the repeated delays in restoring your internet access after payment, as well as the inconvenience experienced when trying to reach support. This is not the level of service we aim to provide, especially given your reliance on a stable connection while working from home.
Your query has been noted and will be escalated to the relevant department for urgent investigation. This will include reviewing your recent payment, the pending status on your account, and the incorrect future activation date reflected. The team will work to ensure that your service is restored and that the root cause of these recurring issues is addressed.
Your feedback regarding the customer service experience, including call handling and resolution delays, has also been noted for internal review.
We appreciate your patience while this matter is being prioritized, and feedback will be provided as soon as possible.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations
We understand the frustration caused by the repeated delays in restoring your internet access after payment, as well as the inconvenience experienced when trying to reach support. This is not the level of service we aim to provide, especially given your reliance on a stable connection while working from home.
Your query has been noted and will be escalated to the relevant department for urgent investigation. This will include reviewing your recent payment, the pending status on your account, and the incorrect future activation date reflected. The team will work to ensure that your service is restored and that the root cause of these recurring issues is addressed.
Your feedback regarding the customer service experience, including call handling and resolution delays, has also been noted for internal review.
We appreciate your patience while this matter is being prioritized, and feedback will be provided as soon as possible.
Kind regards,
Sibonisile MetroFibre Complaints & Escalations