Pathetic service from Metrofibre

In March 2024 we joined Metrofibre. We were unable to connect and we phoned support who was unable to assist. Only to realise that they had given us a router that contained a previous clients username and password. They didnt even bother to reset the router when they gave it to us.

To add to their pathetic service they gave us a faulty router that continues to disconnect every 5 minutes with speeds of under 20mbps but yet i was supposed to be getting around 75mbps. I have emailed, whatapp and phoned them but with no success. I even told them the router is an issue because I had experienced this before when my router with a previous isp was old and once it was replaced there were no issues. But they didn't bother to replace the router. I am still using the faulty router. Imagine having a faulty router from day 1 upto now which is 21 days because nobody cares at Metrofibre. They should be held accountable for giving a customer a faulty router from day 1 and yet they want their full payment for their so called service. They don't deserve any payment as I have to buy data since their router continuously disconnect and restarts.

I was then was fedup with their nonchalant attitude and I cancelled the contract. After 9 says of continuously communicating with them I sent another message to the cancellation department and finally it was escalated. I was told that since I canceled the contract they cannot replace the router unless I cancel the cancellation. So I must put up with a faulty router that they gave me at the start of joining them for a whole month which is not right by anyone's standards and still pay them the full amount. If the employees took an interest in their job they would have replaced the router and I would not have canceled but they didn't bother until I eventually canceled and then they use that as an excuse not to replace the router.

There sales staff should stop trying to get more customers to join when they can't service their clients. Absolutely pathetic service!!!