1 reviews | Active since Jan 2026
Poor Service / Installation Delays
I am an Axxess client and upgraded my fibre line from 100 Mbps Openserve to 250 Mbps MetroFibre at the end of November 2025, providing the required notice period and documentation. At no point was I informed that this would result in prolonged downtime or a multi-stage approval process after the order had already been accepted.
Key issues experienced:
Delayed Engagement Axxess only followed up with MetroFibre on 20 December 2025, after I personally queried the lack of progress. At that point, MetroFibre requested proof of address, which I immediately supp****. This information had already been provided earlier in the process.
No Internet Access As we entered the new year, I was left without internet connectivity, despite having followed the correct upgrade and notice procedures.
Quote-Only Technician Visit (Unacceptable) On today’s date, a MetroFibre contractor arrived at my residence only to conduct a quote, not to install or connect the fibre line. I was then informed that MetroFibre will take a further 3–7 working days merely to assess the quote before deciding whether they will proceed with installation.
This is completely unacceptable. A quote-only visit after an order has already been placed and approved is poor industry practice and reflects a deeply flawed internal process.
Lack of Accountability and Communication While Axxess is my billing and service provider, MetroFibre is the network operator responsible for physical installation and activation. The repeated delays, lack of proactive communication, and fragmented process indicate a serious breakdown in MetroFibre’s service delivery standards.
As a customer, I should not be penalised or left without connectivity due to inefficient internal processes between a fibre network operator and its contractors.
Thank you for bringing this matter to our attention. We would like to sincerely acknowledge your complaint and express our disappointment and regret regarding the experience you have had.
We are truly sorry for the frustration and inconvenience caused by the delays, lack of communication, and the overall installation process you encountered. This is certainly not the level of service we aim to provide, and we understand how disappointing it must have been to be left without connectivity after following the correct upgrade procedures.
Please be assured that we have followed up with the relevant internal teams regarding the concerns you have raised around the engagement process, contractor visit, and overall handling of your order. We are currently awaiting detailed feedback from the teams involved so that we can fully understand where the breakdown occurred and address it accordingly.
We appreciate the time you have taken to share your detailed feedback, as it highlights areas that require urgent improvement. While we regret that this experience led to the cancellation of your order, your comments will be used to review and improve our internal processes and communication going forward.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention. We would like to sincerely acknowledge your complaint and express our disappointment and regret regarding the experience you have had.
We are truly sorry for the frustration and inconvenience caused by the delays, lack of communication, and the overall installation process you encountered. This is certainly not the level of service we aim to provide, and we understand how disappointing it must have been to be left without connectivity after following the correct upgrade procedures.
Please be assured that we have followed up with the relevant internal teams regarding the concerns you have raised around the engagement process, contractor visit, and overall handling of your order. We are currently awaiting detailed feedback from the teams involved so that we can fully understand where the breakdown occurred and address it accordingly.
We appreciate the time you have taken to share your detailed feedback, as it highlights areas that require urgent improvement. While we regret that this experience led to the cancellation of your order, your comments will be used to review and improve our internal processes and communication going forward.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations