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saajida E

1 reviews | Active since Sept 2013

25 Mar 2026, 20:34

Ongoing Connectivity Issues and Lack of Customer Support – Gigago part of metro fibre

I am writing to formally complain about the extremely poor service I have received from Gigago over the past month.

For nearly a month now, I have been experiencing persistent WiFi connectivity issues. Despite paying in full for your service, I have not received the reliable internet connection that I am entitled to.

What is even more frustrating is the complete lack of customer support. Every time I call your support number, I am directed to an AI assistant that is unable to resolve my issue. I have repeatedly requested to speak to a human agent, asked for technical support, and even requested a call back on multiple occasions. To date, no one has contacted me.

In addition, I have sent several emails and WhatsApp messages over the past three weeks, all of which have gone unanswered. This level of non-responsiveness is unacceptable, especially for a paid service.

I would like to know:

Why am I being charged in full for a service that is not being properly delivered? Why is there no access to human support when technical issues arise? When will my connectivity issues be resolved?

If this matter is not addressed urgently, I will have no choice but to escalate the complaint further and consider cancelling the service.

I expect a prompt response and immediate resolution to both my connectivity issues and the lack of customer support.

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Replies (13)
MetroFibre Networx
MetroFibre Networx's reply25 Mar 2026, 21:15
Official
Dear Saajida fazel ellahi

Thank you for bringing this matter to our attention, and we sincerely apologise for the frustration and inconvenience you have experienced.

Please note that we have requested our MetroGo Department to urgently contact you and assist with your query. They will be in touch with you directly to address your connectivity concerns and provide the necessary support.

We appreciate your patience while this matter is being attended to.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations

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saajida E's update29 Mar 2026, 16:13
Reviewer Update
Hi

It is really sad that it took a complaint on hello Peter to get assistance.

An agent called me and said that I need a new modem, she said she would call me back to confirm the date of delivery. No one called me back and confirmed anything.

I also want to know how do you plan on sorting out my bill for this month as I am not receiving what I am paying for

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saajida E's update01 Apr 2026, 11:21
Reviewer Update
Thank you for the new modem. I received a delivery yesterday and an agent contacted me to set it up.

I would like to know how will my account be credited for the times that I the speed that I am paying for and also no connection
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saajida E's update06 Apr 2026, 17:28
Reviewer Update
Still no response to my query

I would like to know how will my account be credited for the times that i did not receive the speed that I am paying for and also no connection
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saajida E's update10 Apr 2026, 14:54
Reviewer Update
Hi Metro Fibre

I emailed the billing department as usual no response till today, all your company ever does it just creates tickets with reference numbers and no one ever contacts you or responds to any email.

This seems to be a norm.

Can you please find out from your billing department about my credit for the times I had no service and for the speed that I did not receive

Look forward to hearing from someone
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saajida E's update27 Apr 2026, 13:36
Reviewer Update
Why has your accounts department not given me any response to my email till today ?

I can not keep on chasing you to credit my account. I need this to be sorted urgently.
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saajida E's update28 Apr 2026, 13:25
Reviewer Update
Hi Metro Fibre

Can I please have an update urgently as to why the finance department has not given me feedback till today ?

Is this how you treat your clients ?


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saajida E's update28 Apr 2026, 20:27
Reviewer Update
Email forwarded, awaiting your response urgently. Thank you
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saajida E's update30 Apr 2026, 05:55
Reviewer Update
Can you please get back to me urgently, no response again on the other email address you provided.

This is ridiculous now.

I need a response urgently today or I will have to get legal assistance with this issue
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saajida E's update04 May 2026, 20:35
Reviewer Update
I was told I would get feedback today, nothing received till now. I received a sms and a email asking me for payment. WHEN WILL THIS BE SORTED ????
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saajida E's update07 Sept 2026, 14:10
Reviewer Update
Hi

I am experiencing the same issue again.

I called so many times and I never get through to the correct department.

I really don't like talking to this AI it DOES NOT ASSIST ME WITH MY ISSUE.

Can you please send me a contact number where someone can assist me with connection issues.

Thanks
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MetroFibre Networx
MetroFibre Networx's reply07 Sept 2026, 14:43
Official
Good day,

Thank you for bringing this matter to our attention.

We sincerely apologise for the inconvenience and frustration experienced in trying to reach the correct support channel.

Kindly note that we have escalated your query to the MetroGo Department and requested that they contact you urgently to assist and resolve the issue with your connection.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations

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saajida E's update10 Sept 2026, 09:45
Reviewer Update
I sent you my speed test results 2 days back and asked for a call back, you have not returned my call till today. I NEED MY WIFI TO BE SORTED. CONNECTION IS TERRIBLE

But when I post on here you seem to contact me immediately. So I can be expecting a call back from you today.