1 reviews | Active since Dec 2011
Overcharged activation fee, Poor signal strength and no accountability
It pains me to give even 1 star. Metrofibre has been my service provider since March 2024 and they started of by installing the unit in my home which was 5 times the size of the previous unit, so I thought wow, this is going to give me amazing coverage in my house. Then they send me the bill, what was meant to be a R750 activation fee, I was billed double. I spoke to the call centre agents who then transferred me to the accounts department who were all very agreeable and sympathethic, because they could see I paid too much, however, they could not do anything to refund me or credit me, and needed someone higher to authorise, they also said they could not provide a reference number. Then they cut my line, because even though I paid the R750, they wanted double, and it showed that I was in arrears, when technically I was up to date. Till now, December, I have had the same response from every agent, and my account has not been credited. I have also sent through a debit order form, multiple times, received reference numbers and I must still pay manually. Each call centre agent agrees that it is loaded, and cannot understand why it is not active. The signal strength is the worst, my TV upstairs and my TV in my bedroom, or my devices cannot pick up or hold/keep a signal from their box, so I have 3 extenders in my house- this is the first service provider I needed this with. So if you are thinking of going with Metrofibre, I strongly urge you not to. They will take your money and profit from your loss, while there is nothing you can do about it. They will also provide you with the worst value for your money. DO NOT SIGN UP WITH METROFIBRE.
We want to sincerely apologize for the challenges you've faced with your Metrofibre account and service. It’s deeply concerning to hear about your experience, and we appreciate you taking the time to provide such detailed feedback. This is not the level of service we strive to deliver, and we regret the frustration this has caused you.
We have noted your concerns and escalated your queries to the Finance Department. They are currently investigating your account, particularly regarding the billing discrepancies and debit order issues. We have requested that they provide you with a detailed update and resolution as soon as possible.
Your experience is important to us, and I assure you we are committed to resolving these issues. Thank you for your patience as we work to make this right. Please feel free to reach out directly if there’s anything else we can assist with in the meantime.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We want to sincerely apologize for the challenges you've faced with your Metrofibre account and service. It’s deeply concerning to hear about your experience, and we appreciate you taking the time to provide such detailed feedback. This is not the level of service we strive to deliver, and we regret the frustration this has caused you.
We have noted your concerns and escalated your queries to the Finance Department. They are currently investigating your account, particularly regarding the billing discrepancies and debit order issues. We have requested that they provide you with a detailed update and resolution as soon as possible.
Your experience is important to us, and I assure you we are committed to resolving these issues. Thank you for your patience as we work to make this right. Please feel free to reach out directly if there’s anything else we can assist with in the meantime.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
While I am grateful for your response and advising of a potential resolution, I will need to err on the side of caution and not get excited. I would like to add that the financial issue is not the only issue raised, you have not addressed the issue of poor signal strength and a lack of debit order being in effect despite sending the document through. What is the expected timeframe for the resolution of these issues?
While I am grateful for your response and advising of a potential resolution, I will need to err on the side of caution and not get excited. I would like to add that the financial issue is not the only issue raised, you have not addressed the issue of poor signal strength and a lack of debit order being in effect despite sending the document through. What is the expected timeframe for the resolution of these issues?
I’d like to confirm that your queries have been noted and addressed accordingly. Separate tickets have been logged for each of your concerns, and you should have received confirmation emails with the ticket details.
- Billing and Debit Order Query:
- This matter has been escalated to the Finance Department. They are currently reviewing the billing discrepancies and debit order issues. They will reach out to you directly to provide clarity and assistance.
- This matter has been escalated to the Finance Department. They are currently reviewing the billing discrepancies and debit order issues. They will reach out to you directly to provide clarity and assistance.
- Signal Strength Concern:
- Your concerns about the poor signal have been logged with the Network Operations Center (NOC). They will assess the issue and communicate with you regarding potential solutions to improve your service quality.
- Your concerns about the poor signal have been logged with the Network Operations Center (NOC). They will assess the issue and communicate with you regarding potential solutions to improve your service quality.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
I’d like to confirm that your queries have been noted and addressed accordingly. Separate tickets have been logged for each of your concerns, and you should have received confirmation emails with the ticket details.
- Billing and Debit Order Query:
- This matter has been escalated to the Finance Department. They are currently reviewing the billing discrepancies and debit order issues. They will reach out to you directly to provide clarity and assistance.
- This matter has been escalated to the Finance Department. They are currently reviewing the billing discrepancies and debit order issues. They will reach out to you directly to provide clarity and assistance.
- Signal Strength Concern:
- Your concerns about the poor signal have been logged with the Network Operations Center (NOC). They will assess the issue and communicate with you regarding potential solutions to improve your service quality.
- Your concerns about the poor signal have been logged with the Network Operations Center (NOC). They will assess the issue and communicate with you regarding potential solutions to improve your service quality.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
While my signal issue has been addressed via one email received from a consultant advising me that I need to get an agent out and that it would cost me R650 per hour. I am still waiting for a resolve to my billing issue, MetroFibre has not once advised when my account will be credited.
While my signal issue has been addressed via one email received from a consultant advising me that I need to get an agent out and that it would cost me R650 per hour. I am still waiting for a resolve to my billing issue, MetroFibre has not once advised when my account will be credited.