KN
Khensani N
1 reviews | Active since Mar 2019
29 Apr 2026, 13:15
No internet after relocation request – no support and ticket closed
I am lodging a formal complaint against MetroFibre Networx for complete service failure and unacceptable handling of my relocation request.
Timeline of events:
26 April: Requested change of address 27 April: Received COA form 28 April: Submitted completed COA form with lease agreement and ID
Since then, there has been no progress, no communication, and no installation.
When I followed up, I was informed that my ticket had been closed, despite the fact that my service has NOT been installed or activated at my new address. This is completely unacceptable and shows a serious breakdown in your internal processes.
I am currently sitting without internet access. I sometimes work from home, and we are heading into a long weekend — meaning I could be without service for several days due to your negligence.
On top of this, your call centre is inaccessible. Customers are forced to deal with an automated system that does not resolve issues and prevents access to a human consultant.
This is now an urgent escalation.
I am not requesting — I am demanding:
Immediate dispatch of a technician to my premises TODAY Immediate reconnection/installation of my fibre service Direct contact from a competent human consultant within hours
If this is not resolved immediately, I will proceed with further escalation, including cancellation of my service and reporting this matter to the relevant consumer bodies.
This level of service is unacceptable, and I expect urgent resolution without any further delays.
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
29 Apr 2026, 13:30Dear Khensani Nkuna
Thank you for providing a detailed account of your experience.
The delay following your relocation request, along with the lack of communication and the premature closure of your ticket, is fully noted. Being without service after submitting all required documentation, especially with no clear feedback or progress, is understandably frustrating.
Your relocation request has now been escalated for urgent review and action. The status of the closed ticket is being investigated, and steps are being taken to ensure it is reopened and properly handled. A technician dispatch and installation at your new address are being prioritised, and the relevant team has been engaged to fast-track this process.
Arrangements are also being made for a direct follow-up from a consultant who will provide you with clear updates and coordinate the next steps with you.
This matter is receiving immediate attention to ensure your service is installed and activated without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for providing a detailed account of your experience.
The delay following your relocation request, along with the lack of communication and the premature closure of your ticket, is fully noted. Being without service after submitting all required documentation, especially with no clear feedback or progress, is understandably frustrating.
Your relocation request has now been escalated for urgent review and action. The status of the closed ticket is being investigated, and steps are being taken to ensure it is reopened and properly handled. A technician dispatch and installation at your new address are being prioritised, and the relevant team has been engaged to fast-track this process.
Arrangements are also being made for a direct follow-up from a consultant who will provide you with clear updates and coordinate the next steps with you.
This matter is receiving immediate attention to ensure your service is installed and activated without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply29 Apr 2026, 13:30
Official
Dear Khensani Nkuna
Thank you for providing a detailed account of your experience.
The delay following your relocation request, along with the lack of communication and the premature closure of your ticket, is fully noted. Being without service after submitting all required documentation, especially with no clear feedback or progress, is understandably frustrating.
Your relocation request has now been escalated for urgent review and action. The status of the closed ticket is being investigated, and steps are being taken to ensure it is reopened and properly handled. A technician dispatch and installation at your new address are being prioritised, and the relevant team has been engaged to fast-track this process.
Arrangements are also being made for a direct follow-up from a consultant who will provide you with clear updates and coordinate the next steps with you.
This matter is receiving immediate attention to ensure your service is installed and activated without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for providing a detailed account of your experience.
The delay following your relocation request, along with the lack of communication and the premature closure of your ticket, is fully noted. Being without service after submitting all required documentation, especially with no clear feedback or progress, is understandably frustrating.
Your relocation request has now been escalated for urgent review and action. The status of the closed ticket is being investigated, and steps are being taken to ensure it is reopened and properly handled. A technician dispatch and installation at your new address are being prioritised, and the relevant team has been engaged to fast-track this process.
Arrangements are also being made for a direct follow-up from a consultant who will provide you with clear updates and coordinate the next steps with you.
This matter is receiving immediate attention to ensure your service is installed and activated without further delay.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
KN
I am disappointed to report that, despite MetroFibre’s response and escalation, my issue remains completely unresolved.
Following their feedback, a technician was dispatched to my premises. However, no installation was carried out. The technician simply inspected the device and informed me that there is no fibre installed at the property — and then left without taking any further action.
This is extremely frustrating because this is exactly the issue I have been raising from the beginning.
I have moved into a new property where fibre has NOT been installed. Therefore, this should have been processed as a new fibre installation, not a relocation or activation request. Sending a technician to “check a device” that cannot possibly be active yet shows that the request is still being handled incorrectly.
As it stands:
- No fibre has been installed at my home
- No progress has been made since my initial request on 26 April
- A technician visit was wasted due to incorrect job allocation
- I am still without internet
This is now a clear failure in both process and communication.
I am once again requesting urgent intervention:
- Correct classification of this request as a full installation
- Dispatch of a properly equipped installation team
- A confirmed and realistic installation date
At this point, I expect accountability and immediate corrective action — not further delays or incorrect dispatches.
If this is not resolved urgently, I will escalate this matter further to the relevant consumer protection authorities.
This experience has been extremely disappointing.
Khensani N's updateReviewer Update
05 May 2026, 07:36I am disappointed to report that, despite MetroFibre’s response and escalation, my issue remains completely unresolved.
Following their feedback, a technician was dispatched to my premises. However, no installation was carried out. The technician simply inspected the device and informed me that there is no fibre installed at the property — and then left without taking any further action.
This is extremely frustrating because this is exactly the issue I have been raising from the beginning.
I have moved into a new property where fibre has NOT been installed. Therefore, this should have been processed as a new fibre installation, not a relocation or activation request. Sending a technician to “check a device” that cannot possibly be active yet shows that the request is still being handled incorrectly.
As it stands:
- No fibre has been installed at my home
- No progress has been made since my initial request on 26 April
- A technician visit was wasted due to incorrect job allocation
- I am still without internet
This is now a clear failure in both process and communication.
I am once again requesting urgent intervention:
- Correct classification of this request as a full installation
- Dispatch of a properly equipped installation team
- A confirmed and realistic installation date
At this point, I expect accountability and immediate corrective action — not further delays or incorrect dispatches.
If this is not resolved urgently, I will escalate this matter further to the relevant consumer protection authorities.
This experience has been extremely disappointing.
KN
Khensani N's update05 May 2026, 07:36
Reviewer Update
I am disappointed to report that, despite MetroFibre’s response and escalation, my issue remains completely unresolved.
Following their feedback, a technician was dispatched to my premises. However, no installation was carried out. The technician simply inspected the device and informed me that there is no fibre installed at the property — and then left without taking any further action.
This is extremely frustrating because this is exactly the issue I have been raising from the beginning.
I have moved into a new property where fibre has NOT been installed. Therefore, this should have been processed as a new fibre installation, not a relocation or activation request. Sending a technician to “check a device” that cannot possibly be active yet shows that the request is still being handled incorrectly.
As it stands:
- No fibre has been installed at my home
- No progress has been made since my initial request on 26 April
- A technician visit was wasted due to incorrect job allocation
- I am still without internet
This is now a clear failure in both process and communication.
I am once again requesting urgent intervention:
- Correct classification of this request as a full installation
- Dispatch of a properly equipped installation team
- A confirmed and realistic installation date
At this point, I expect accountability and immediate corrective action — not further delays or incorrect dispatches.
If this is not resolved urgently, I will escalate this matter further to the relevant consumer protection authorities.
This experience has been extremely disappointing.
MetroFibre Networx's replyOfficial
05 May 2026, 20:26Dear Khensani,
Thank you for your follow-up and for providing detailed feedback on your experience.
Your concerns regarding the incorrect handling of the request and the unsuccessful technician visit have been noted. We confirm that your matter remains escalated and is receiving continued attention.
We are actively following up with the relevant teams to ensure the request is correctly aligned and progressed without further delays.
Further feedback will be shared with you as soon as it becomes available.
Kind regards,
Marilize
MetroFibre Complaints & Escalations Team
Thank you for your follow-up and for providing detailed feedback on your experience.
Your concerns regarding the incorrect handling of the request and the unsuccessful technician visit have been noted. We confirm that your matter remains escalated and is receiving continued attention.
We are actively following up with the relevant teams to ensure the request is correctly aligned and progressed without further delays.
Further feedback will be shared with you as soon as it becomes available.
Kind regards,
Marilize
MetroFibre Complaints & Escalations Team
MetroFibre Networx's reply05 May 2026, 20:26
Official
Dear Khensani,
Thank you for your follow-up and for providing detailed feedback on your experience.
Your concerns regarding the incorrect handling of the request and the unsuccessful technician visit have been noted. We confirm that your matter remains escalated and is receiving continued attention.
We are actively following up with the relevant teams to ensure the request is correctly aligned and progressed without further delays.
Further feedback will be shared with you as soon as it becomes available.
Kind regards,
Marilize
MetroFibre Complaints & Escalations Team
Thank you for your follow-up and for providing detailed feedback on your experience.
Your concerns regarding the incorrect handling of the request and the unsuccessful technician visit have been noted. We confirm that your matter remains escalated and is receiving continued attention.
We are actively following up with the relevant teams to ensure the request is correctly aligned and progressed without further delays.
Further feedback will be shared with you as soon as it becomes available.
Kind regards,
Marilize
MetroFibre Complaints & Escalations Team