1 reviews | Active since Oct 2016
NO SERVICE OR SUPPORT!! EVEN AFTER TICKET WAS PROVIDED ***!!
We have a problem for uploading files to SFTP via File Zilla and we forward detailed email explaining the query this morning 09h27. We receive ticket number ***. Nothing happened no calls or assistance. When I followed up via email my account was suspended due to no payment. the message on their email stating payment due before the 5th of each month. I have a monthly debit order which was deducted from bank on 31/3/26. Which means my account is not in arrears. "Metro Fibre reply to this morning "We were unable to unsuspend your service because we could not locate your account. To help us assist you quickly, please reply with your Metro Fibre Account Number, ID Number, or FTTX Number". My account number and street address was provided. If you are unable to provide this information unsuspension may take up to 48 hours or longer. My details were provided nothing happened. It is now 17h33 Metro Fibre Support was unresponsive since email this morning up to know!!
Thank you for sharing the full detail of your experience and for outlining both the technical query and the account concern affecting your service.
Your feedback regarding ticket ***, the lack of follow-up after your email, and the suspension of your account despite payment already reflecting via debit order has been noted and escalated for urgent review. Particular attention has been requested on the account verification process, the suspension status, and the delay in feedback received after your details were submitted.
The technical concern relating to SFTP uploads has also been included as part of the escalation so that both matters can receive focused attention from the relevant teams.
We appreciate you bringing this to our attention for priority review.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for sharing the full detail of your experience and for outlining both the technical query and the account concern affecting your service.
Your feedback regarding ticket ***, the lack of follow-up after your email, and the suspension of your account despite payment already reflecting via debit order has been noted and escalated for urgent review. Particular attention has been requested on the account verification process, the suspension status, and the delay in feedback received after your details were submitted.
The technical concern relating to SFTP uploads has also been included as part of the escalation so that both matters can receive focused attention from the relevant teams.
We appreciate you bringing this to our attention for priority review.
Best regards,
Marilize
MetroFibre Complaints & Escalations