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Lwando L

1 reviews | Active since Jul 2025

28 Apr 2026, 12:45

Ongoing Fibre Outage With Zero Support and No Follow‑Up: Ticket number: 37708

My fibre internet service has been down since last Thursday, and despite multiple fault reports and repeated requests for assistance, there has been no meaningful response from MetroFibre. I logged ticket #37708 this morning. Someone called me and committed to sending further details via WhatsApp — this never happened. I have no internet connectivity, which makes WhatsApp‑based “support” ineffective in any case. I have followed every troubleshooting step provided on previous WhatsApp interactions multiple times. The red light on the router remains on, confirming the issue is unresolved and clearly not on my side. This outage has now lasted several days with:

No technician dispatch No proactive follow‑up No clear communication or resolution plan

The lack of basic technical support and failure to honour call‑back commitments is unacceptable. I require urgent intervention, a direct support call, and a clear resolution plan. If this matter is not resolved immediately, I will escalate it formally through consumer channels.

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Replies (2)
MetroFibre Networx
MetroFibre Networx's reply28 Apr 2026, 12:49
Official
Dear Lwando

Thank you for detailing your experience and the current status of your service.

It is noted that your fibre connection has been down since last Thursday, with ticket #37708 logged and previous troubleshooting steps already completed on your side. The continued red router status, combined with the lack of restoration, confirms that the fault remains unresolved.

It is also acknowledged that the promised WhatsApp follow-up was not delivered and that there has been insufficient proactive communication or technician engagement to date. This is not aligned with the expected level of service.

Your case has now been escalated for urgent technical intervention, including immediate review of the line status, dispatch of the appropriate technical resources, and direct follow-up to ensure the fault is properly addressed. A clear update and action plan will be provided once the technical assessment has been completed.

This matter is being prioritized to restore service as quickly as possible and to ensure proper communication going forward.

Kind regards,
Sibonisile
MetroFibre Complaints & Escalations


LL
Lwando L's update28 Apr 2026, 12:54
Reviewer Update
Thank you for the response.
To ensure accountability and closure, please confirm the following:
  1. Has a technician been formally assigned to ticket #37708? If yes, please provide the reference number.
  2. What is the current technical diagnosis for the persistent red ONT / router light (network‑side fault vs. last‑mile issue)?
  3. What is the expected restoration timeline or site visit window?