Pathetic Service

I had received a sms and an email at the beginning of September informing me about a promotion that was running until the end of September.

The sms read as follows "Upgrade now - faster fibre same price. No activation fee. Ends 30/09. Details sent. Email us: *** - to take up this offer"

I proceeded to call to enquire about the upgrade only to be told that I have to pay extra for the upgrade. I was currently on a 250/250mbps package at R999 per month. I was told that for an additional R200 p/m, I could get the 500/500 mbps package but due to the speedup promo, I would automatically be bumped to the 1000/500 mbps package. Before I agreed to the package, I asked the agent if the device is capable of such speeds and also asked if they had the capacity on the specified port to accommodate such speeds. The agent said yes so I asked them to proceed whereby the agent then sent an email to orders to process the 1000/500 package...I was copied in the that email so I have proof thereof.

It has been a nightmare thereafter...for the next 3 to 4 weeks I had made numerous calls and sent numerous emails to get what I was offered and paying for. I was even told by one agent that no such promo existed. Imagine my frustration at this point. I was prepared to complain to the Consumer Council about false advertising. They eventually sorted out the package but still was not achieving the speeds. A technician was sent out to change my device and was told it was a later and better device than the older one....lies...My service drops several times a day...I work from home and the poor service has really impacted my work.

Netflix takes longer to load and YouTube buffers....something that I have never ever experienced before with MetroFibre.

I hope that they can please sort out these issues.

Really disappointed and frustrated...