1 reviews | Active since Jun 2012
Prolonged Network Outage
This report details a severe and prolonged disruption to our network services, which has now extended to nearly two weeks, specifically from Friday, May 30th, 2025, with no clear resolution in sight. The lack of service and consistent misinformation has led to significant frustration and inconvenience.
Timeline of Events & Issues: Friday, May 30th: An area-wide network outage was reported. Upon calling for an update, we were informed that technicians were on-site addressing the issue.
Saturday, May 31st: A follow-up call yielded the same response: technicians were still on-site.
Sunday, June 1st: A follow-up call yielded the same response: technicians were still on-site.
Monday, June 2nd: We checked the service provider's website only to discover that the area outage had reportedly been repaired on the preceding Friday (May 30th). This directly contradicted the information given to us on Saturday and Sunday.
Monday, June 2nd (continued): Recognizing that our individual service was still down despite the area repair, we logged a service ticket specifically for our address regarding the continued lack of network. A technician did come out and did the repairs required and we were reconnected,
Subsequent Days (June 3rd - June 10th): Our line went down again, and were told that the technician will be sent out again. Numerous follow-up calls were made regarding our new ticket. Each call provided a different reason for the ongoing outage, ranging from general issues to a specific broken cable that was "pending Exco approval" for repair. We were assured that the network would be restored by Wednesday, June 11th.
Wednesday, June 11th: At approximately 3:50 PM, a technician arrived at our residence. He stated he couldn't locate our specific cables. We stated that we will be home by 4:30 PM and requested he wait, but he initially declined, citing a 4:00 PM knock-off time. After persuasion, he waited, only to inform us that he was dispatched for a different street-wide issue, not the specific ticket we had logged. He stated he would inform the office and return.
Summary of Impact & Dissatisfaction: This entire experience has been extremely unsatisfactory. We have been without essential network services for an unacceptably long period. The primary concerns are:
Conflicting Information: Inconsistent updates from customer service and the website.
Lack of Transparency: No clear, definite answer regarding the actual cause or projected resolution time for our specific outage.
Ineffective Communication: The misdispatch of a technician highlights a significant breakdown in internal communication regarding logged service tickets.
Inconvenience & Disruption: The prolonged outage has severely impacted our daily activities and productivity.
We demand a definitive answer as to when our network service will be fully restored and what specific steps are being taken to resolve this long-standing issue immediately.
Thank you for providing such a detailed account of the ongoing network disruption you've experienced. We acknowledge the extent of the service impact you've described and the frustration it has caused.
Your concerns around prolonged downtime, conflicting updates, and the handling of technician visits have been noted and are being treated with the seriousness they warrant. We recognize that the disruption has significantly affected your daily activities, and we fully understand the dissatisfaction resulting from the experience so far.
Please be assured that this matter has now been escalated to senior technical operations and service management for immediate investigation and resolution. A full review of the timeline, ticket handling, and technician dispatch will be conducted to ensure clarity on what occurred and to prevent recurrence.
You can expect further feedback with a resolution plan and a confirmed timeline for restoration. We remain committed to restoring service stability and ensuring your concerns are fully addressed.
Thank you for your patience as we work to close this matter with the urgency it requires.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for providing such a detailed account of the ongoing network disruption you've experienced. We acknowledge the extent of the service impact you've described and the frustration it has caused.
Your concerns around prolonged downtime, conflicting updates, and the handling of technician visits have been noted and are being treated with the seriousness they warrant. We recognize that the disruption has significantly affected your daily activities, and we fully understand the dissatisfaction resulting from the experience so far.
Please be assured that this matter has now been escalated to senior technical operations and service management for immediate investigation and resolution. A full review of the timeline, ticket handling, and technician dispatch will be conducted to ensure clarity on what occurred and to prevent recurrence.
You can expect further feedback with a resolution plan and a confirmed timeline for restoration. We remain committed to restoring service stability and ensuring your concerns are fully addressed.
Thank you for your patience as we work to close this matter with the urgency it requires.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations