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AS
Annisha S

1 reviews | Active since Sept 2018

26 Jul 2025, 17:39

Poor quality

Poor level of service received since switching to this ISP on the 1st of July. Although activation was only completed on the 2nd, I have experienced continuous issues from day one. I have had to deal with multiple daily disruptions where the connection fails completely, requiring me to restart the router to regain service. In addition to the instability, the internet speed is consistently below the 250Mbps I am paying for—often dropping as low as 25Mbps.

I have been patient and have logged a ticket every time the issue has occurred, giving the team more than enough time to resolve the problem. Unfortunately, there has been no noticeable improvement, and the service remains unreliable and inconsistent.

0
Replies (4)
MetroFibre Networx
MetroFibre Networx's reply26 Jul 2025, 17:57
Official
Dear Annisha

Thank you for bringing your concerns to our attention.

We understand the frustration caused by persistent connection disruptions and speeds that fall below the package you are paying for. Please be assured that your concerns are valid and have not gone unnoticed.

We have escalated your query to our WiFi/LAN department and requested that the issue be investigated and prioritised as a matter of urgency. Our technical team will thoroughly assess the root cause of the instability and low speeds and will work towards implementing a resolution as soon as possible.

We are actively monitoring the progress of your ticket and will ensure you are kept updated along the way. We are committed to providing you with the reliable and high-speed internet service you expect and deserve.

Thank you for your continued patience.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
AS
Annisha S's update26 Jul 2025, 18:04
Reviewer Update
Note that it is not just one ticket but multiple tickets since the 2nd of July to date
MetroFibre Networx
MetroFibre Networx's reply26 Jul 2025, 18:06
Official
Dear Annisha

Thank you, we are aware, and the Wifi/LAN team has been advised of the same.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
AS
Annisha S's update30 Jul 2025, 09:06
Reviewer Update
On the 8th of July, a technician was dispatched to attend to a fault on our line. During his visit, he identified several critical issues:
  • The router that had been installed was not the correct specification for our setup.
  • The speeds being delivered were not in line with the package we are paying for.
  • The router was not capable of supporting the high-speed package we’re subscribed to.
The technician relayed all of this to Metrofibre head office. However, instead of acting on this technical feedback, Metrofibre insisted there was nothing wrong with the router and that the speeds were correct. This was despite clear evidence to the contrary. At one point, I was even advised to test the speed using a LAN cable – which is completely impractical, considering we are using wireless devices. The day before yesterday, another technician contacted me prior to visiting the site. I explained to him what the first technician had discovered. He passed this on to head office once again, and only then — yesterday — was the router finally replaced. With the new router installed, we now have 5G capability and are finally receiving speeds of 250 Mbps up and down, which aligns with our package. While I’m pleased the matter has finally been addressed, I am disappointed by the initial dismissiveness and incorrect advice from Metrofibre, which prolonged the problem unnecessarily and impacted our ability to use the service reliably. I hope this feedback is taken seriously, and I trust that moving forward, we will receive the correct technical support and service quality. It is too early to tell if the new router will solve the issue of daily disruptions we have been experiencing, but I will definitely provide feedback.