1 reviews | Active since Mar 2023
Please Test you Speed when using Metro Fibre
I have been a Metro Fibre customer since 2017. In 2023 my package was upgraded to 250mbps line . A few weeks back I experienced some buffering and decided to do a internet speed test to check what was going on.The speeds was shockingly low.I called them to complain .The support staff tried to reset the router from their side and made me do a whole checks before escalting my query. The next day I receive a mail to say that all is fine from their side and that I should do further tests to check if the problem is on my side and that should a technician come out and find that the fault is mine I will be expected to pay R650. The technician arrived ,had one look at the router and said that the router is too old and cannot handle speeds with the package that I am paying for .He then replaced the router with a higher spec 5G router and tested .Everything works fine. When I contacted Metro Fibre to ask why was the Router not upgraded when the package was upgraded (2023) . The responses are that the old router was capable of handling the speed and that I never complained about the problem before. We keep going back and forth and they are very evasive about the topic of proactivly upgrading the router when the package was upgraded. My advice to anyone wanting to use Metro Fibre is please test your line speed and check if you are getting what you pay for .
Thank you for your continued engagement and for taking the time to provide detailed feedback on your experience.
We understand how frustrating this situation must have been, and we acknowledge your concern regarding the router replacement and your upgraded package.
As previously explained, the device that was initially provided was considered compatible with your 250Mbps service under standard usage conditions. In many cases, customers continue to use this equipment without any reported issues. Unfortunately, because no concerns were raised at the time of the upgrade, no further action was taken.
That said, we do recognize that in your case, this may have impacted your experience. The technician's assessment and immediate replacement of the device resolved the issue, which indicates that a more tailored approach should have been app**** earlier. We understand this may not have met your expectations, and for that, we regret that it was not identified sooner.
We appreciate you bringing this matter to our attention, and we value the opportunity to improve based on your feedback. Should you require any further assistance or clarity, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued engagement and for taking the time to provide detailed feedback on your experience.
We understand how frustrating this situation must have been, and we acknowledge your concern regarding the router replacement and your upgraded package.
As previously explained, the device that was initially provided was considered compatible with your 250Mbps service under standard usage conditions. In many cases, customers continue to use this equipment without any reported issues. Unfortunately, because no concerns were raised at the time of the upgrade, no further action was taken.
That said, we do recognize that in your case, this may have impacted your experience. The technician's assessment and immediate replacement of the device resolved the issue, which indicates that a more tailored approach should have been app**** earlier. We understand this may not have met your expectations, and for that, we regret that it was not identified sooner.
We appreciate you bringing this matter to our attention, and we value the opportunity to improve based on your feedback. Should you require any further assistance or clarity, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued engagement and for taking the time to provide detailed feedback on your experience.
We understand how frustrating this situation must have been, and we acknowledge your concern regarding the router replacement and your upgraded package.
As previously explained, the device that was initially provided was considered compatible with your 250Mbps service under standard usage conditions. In many cases, customers continue to use this equipment without any reported issues. Unfortunately, because no concerns were raised at the time of the upgrade, no further action was taken.
That said, we do recognize that in your case, this may have impacted your experience. The technician's assessment and immediate replacement of the device resolved the issue, which indicates that a more tailored approach should have been app**** earlier. We understand this may not have met your expectations, and for that, we regret that it was not identified sooner.
We appreciate you bringing this matter to our attention, and we value the opportunity to improve based on your feedback. Should you require any further assistance or clarity, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued engagement and for taking the time to provide detailed feedback on your experience.
We understand how frustrating this situation must have been, and we acknowledge your concern regarding the router replacement and your upgraded package.
As previously explained, the device that was initially provided was considered compatible with your 250Mbps service under standard usage conditions. In many cases, customers continue to use this equipment without any reported issues. Unfortunately, because no concerns were raised at the time of the upgrade, no further action was taken.
That said, we do recognize that in your case, this may have impacted your experience. The technician's assessment and immediate replacement of the device resolved the issue, which indicates that a more tailored approach should have been app**** earlier. We understand this may not have met your expectations, and for that, we regret that it was not identified sooner.
We appreciate you bringing this matter to our attention, and we value the opportunity to improve based on your feedback. Should you require any further assistance or clarity, please don’t hesitate to reach out.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations