TN
THOBEKILE N
1 reviews | Active since Mar 2025
14 May 2025, 20:39
Poor service provided
I always have to come back and log a ticket about my wifi not working every week....I don't have internet access right now supersonic and metro Fiber are taking a long time to respond to my request because of the poor service you both provide and now you gonna make me wait for 24hrs or more because you always have to take long when things involve ticket's I'm just getting frustrated now
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MetroFibre Networx's replyOfficial
14 May 2025, 21:59Dear Thobekile
Thank you for reaching out, and we sincerely apologize for the frustration caused by the ongoing connectivity issues.
We have investigated on our side and can confirm that your link is currently up on the MetroFibre network. We can also see that your ISP router is connected to our ONT (Optical Network Terminal).
As the issue appears to be related to the ISP device, we kindly request that you contact your Internet Service Provider (Supersonic) directly for further assistance. Unfortunately, we do not have access to ISP equipment or configurations, but your ISP will be best positioned to resolve the matter from their side.
We appreciate your patience and understanding and remain available should you need any further support regarding the MetroFibre infrastructure.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out, and we sincerely apologize for the frustration caused by the ongoing connectivity issues.
We have investigated on our side and can confirm that your link is currently up on the MetroFibre network. We can also see that your ISP router is connected to our ONT (Optical Network Terminal).
As the issue appears to be related to the ISP device, we kindly request that you contact your Internet Service Provider (Supersonic) directly for further assistance. Unfortunately, we do not have access to ISP equipment or configurations, but your ISP will be best positioned to resolve the matter from their side.
We appreciate your patience and understanding and remain available should you need any further support regarding the MetroFibre infrastructure.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply14 May 2025, 21:59
Official
Dear Thobekile
Thank you for reaching out, and we sincerely apologize for the frustration caused by the ongoing connectivity issues.
We have investigated on our side and can confirm that your link is currently up on the MetroFibre network. We can also see that your ISP router is connected to our ONT (Optical Network Terminal).
As the issue appears to be related to the ISP device, we kindly request that you contact your Internet Service Provider (Supersonic) directly for further assistance. Unfortunately, we do not have access to ISP equipment or configurations, but your ISP will be best positioned to resolve the matter from their side.
We appreciate your patience and understanding and remain available should you need any further support regarding the MetroFibre infrastructure.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out, and we sincerely apologize for the frustration caused by the ongoing connectivity issues.
We have investigated on our side and can confirm that your link is currently up on the MetroFibre network. We can also see that your ISP router is connected to our ONT (Optical Network Terminal).
As the issue appears to be related to the ISP device, we kindly request that you contact your Internet Service Provider (Supersonic) directly for further assistance. Unfortunately, we do not have access to ISP equipment or configurations, but your ISP will be best positioned to resolve the matter from their side.
We appreciate your patience and understanding and remain available should you need any further support regarding the MetroFibre infrastructure.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations