Poor Service from MetroFibre

We have been clients of Metrofibre for 2 odd years, with minimal issues. Over the past month July 2021 to date (13 Sep 2021) we have had our service light drop daily, with loss of internet for 30mins at a time.

We have called, emailed, logged tickets for technicians who take anything between 24 hours to 5 days to come out. Most technicians advised the service light fault and dropping of the line is from Metrofibre’s side. Metrofibre refuses to acknowledge this is the issue. Therefore it’s been 30 days with no resolution.But we are affected. We are at a point of cancelling our subscription. With many of us working from home and kids requiring the internet it’s disappointing that Metrofibre does not take customer care seriously. FTTH support supervisor Monique Hermann after a telecom with my husband sent a generic email advising it takes 24 hours for the maintenance department blah blah blah. Her attitude was that of “if you wish to cancel, herewith are the details” Clearly indicating they do not care to resolve my service line issue.

Their call center also had various agents tending to one email with so much of repetition of information going back and forth instead of just 1 agent dealing with the issue from start to finish. Some of Metrofibre’s call center agents have been so rude, advising us to go to a store and buy a LAN cable to test the line ourselves for them.

It’s disappointing that they do not take their own customers needs seriously, however have no issuing forwarding information to cancel. It’s also more disappointing that their own outsourced technicians advise where the fault is, and Metrofibre don’t take them seriously.