NS
Natasha S
1 reviews | Active since Dec 2023
18 Dec 2023, 20:11
Pathetic Service!
You guys have terrible customer service!we get put on hold for 40 mins for a ticket to get logged. It is abit ridiculous!
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
19 Dec 2023, 09:12Dear Natasha
We appreciate your patience and apologize for any inconvenience you may have experienced in reaching our support team. We understand that your time is valuable, and we are committed to addressing your concerns promptly.
Upon reviewing your account, we would like to clarify that MetroFibre is your fibre infrastructure provider, and Web Africa is your chosen Internet Service Provider (ISP). Our records indicate that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT (Optical Network Terminal) is online.
However, please be aware that the router installed by your ISP is not within our network control, and we do not have access to it for troubleshooting purposes. For more efficient assistance with your specific internet service concerns, we recommend reaching out directly to Web Africa, your ISP. They will be better equipped to address and resolve any issues related to your internet connectivity.
We understand the frustration caused by long wait times, and we are actively working on improving our support processes to provide a more seamless experience for our valued customers.
If you encounter any challenges or need further clarification, please do not hesitate to respond to this message. We are here to assist you in any way we can.
Thank you for your understanding, and we look forward to ensuring the swift resolution of your service query.
Best regards,
Marilize
We appreciate your patience and apologize for any inconvenience you may have experienced in reaching our support team. We understand that your time is valuable, and we are committed to addressing your concerns promptly.
Upon reviewing your account, we would like to clarify that MetroFibre is your fibre infrastructure provider, and Web Africa is your chosen Internet Service Provider (ISP). Our records indicate that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT (Optical Network Terminal) is online.
However, please be aware that the router installed by your ISP is not within our network control, and we do not have access to it for troubleshooting purposes. For more efficient assistance with your specific internet service concerns, we recommend reaching out directly to Web Africa, your ISP. They will be better equipped to address and resolve any issues related to your internet connectivity.
We understand the frustration caused by long wait times, and we are actively working on improving our support processes to provide a more seamless experience for our valued customers.
If you encounter any challenges or need further clarification, please do not hesitate to respond to this message. We are here to assist you in any way we can.
Thank you for your understanding, and we look forward to ensuring the swift resolution of your service query.
Best regards,
Marilize
MetroFibre Networx's reply19 Dec 2023, 09:12
Official
Dear Natasha
We appreciate your patience and apologize for any inconvenience you may have experienced in reaching our support team. We understand that your time is valuable, and we are committed to addressing your concerns promptly.
Upon reviewing your account, we would like to clarify that MetroFibre is your fibre infrastructure provider, and Web Africa is your chosen Internet Service Provider (ISP). Our records indicate that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT (Optical Network Terminal) is online.
However, please be aware that the router installed by your ISP is not within our network control, and we do not have access to it for troubleshooting purposes. For more efficient assistance with your specific internet service concerns, we recommend reaching out directly to Web Africa, your ISP. They will be better equipped to address and resolve any issues related to your internet connectivity.
We understand the frustration caused by long wait times, and we are actively working on improving our support processes to provide a more seamless experience for our valued customers.
If you encounter any challenges or need further clarification, please do not hesitate to respond to this message. We are here to assist you in any way we can.
Thank you for your understanding, and we look forward to ensuring the swift resolution of your service query.
Best regards,
Marilize
We appreciate your patience and apologize for any inconvenience you may have experienced in reaching our support team. We understand that your time is valuable, and we are committed to addressing your concerns promptly.
Upon reviewing your account, we would like to clarify that MetroFibre is your fibre infrastructure provider, and Web Africa is your chosen Internet Service Provider (ISP). Our records indicate that your physical fibre link is up and running with optimal readings, and your MetroFibre ONT (Optical Network Terminal) is online.
However, please be aware that the router installed by your ISP is not within our network control, and we do not have access to it for troubleshooting purposes. For more efficient assistance with your specific internet service concerns, we recommend reaching out directly to Web Africa, your ISP. They will be better equipped to address and resolve any issues related to your internet connectivity.
We understand the frustration caused by long wait times, and we are actively working on improving our support processes to provide a more seamless experience for our valued customers.
If you encounter any challenges or need further clarification, please do not hesitate to respond to this message. We are here to assist you in any way we can.
Thank you for your understanding, and we look forward to ensuring the swift resolution of your service query.
Best regards,
Marilize
NS
Natasha S's updateReviewer Update
19 Dec 2023, 10:00Hi Marilize.
Please note that we logged a complaint for my parents wifi problem and not mine. I am aware that I am with web-africa. However my father deals directly with Metrofiber who has been of no help the past two days. I believe that we were supposed to receive a call for a technician to come out and still nothing. Your service staff has an absolute terrible attitude towards us as well.
Ticket number: 133649
Please note that we logged a complaint for my parents wifi problem and not mine. I am aware that I am with web-africa. However my father deals directly with Metrofiber who has been of no help the past two days. I believe that we were supposed to receive a call for a technician to come out and still nothing. Your service staff has an absolute terrible attitude towards us as well.
Ticket number: 133649
NS
Natasha S's update19 Dec 2023, 10:00
Reviewer Update
Hi Marilize.
Please note that we logged a complaint for my parents wifi problem and not mine. I am aware that I am with web-africa. However my father deals directly with Metrofiber who has been of no help the past two days. I believe that we were supposed to receive a call for a technician to come out and still nothing. Your service staff has an absolute terrible attitude towards us as well.
Ticket number: 133649
Please note that we logged a complaint for my parents wifi problem and not mine. I am aware that I am with web-africa. However my father deals directly with Metrofiber who has been of no help the past two days. I believe that we were supposed to receive a call for a technician to come out and still nothing. Your service staff has an absolute terrible attitude towards us as well.
Ticket number: 133649
NS
Natasha S's updateReviewer Update
20 Dec 2023, 18:21Hi Marilize,
My patience us running thin with metro fiber and find it absolutely ridiculous that you guys don't stick to your word. We have been waiting from Monday for our wifi to be restored! This is absolutely ridiculous now.
My patience us running thin with metro fiber and find it absolutely ridiculous that you guys don't stick to your word. We have been waiting from Monday for our wifi to be restored! This is absolutely ridiculous now.
NS
Natasha S's update20 Dec 2023, 18:21
Reviewer Update
Hi Marilize,
My patience us running thin with metro fiber and find it absolutely ridiculous that you guys don't stick to your word. We have been waiting from Monday for our wifi to be restored! This is absolutely ridiculous now.
My patience us running thin with metro fiber and find it absolutely ridiculous that you guys don't stick to your word. We have been waiting from Monday for our wifi to be restored! This is absolutely ridiculous now.