Repeated problems with Metrofibre, unresponsive.

I've been a Rocketnet customer since October 2017. THeir support is good, but they're being let down by their network provider, Metrofibre. In my particular case, it happens repeatedly that my link to Metrofibre gets broken when there is an outage. I can see the fibre line fine, but no Internet connection, which makes it useless. Metrofibre WILL NOT reinstate the link as a matter of urgency, it always takes three days!

I run my business from my home, and it isnt insubstantial. For three days I have to connect via my cellphone's hotspot, which means I cant use the printer until I log off and log on to my local router, I cant stream anything to my media centre or TV, I cant provide visitors or guests with wifi, its a disaster. Now, from Rocketnet, I have a Metro ticket number: #531628. There is no way to follow up on progress on the ticket - no place on the Metrofibre website to get any info. Rocketnet have had no contact from Metrofibre either, so this problem has pretty much fallen into a black hole.

I've realised that Metrofibre is a vast enterprise that conducts its business strictly acording to its own procedures, with absolutely no regard to the increasing desperation of its customer.

There are close to 1000 rocketnet customers in the estate, all of whom go through to Metrofibre. Metrofibre Outages are pretty common in our estate, to the extent that they are a daily source of conversation on the estate whatsapp group. Mostly they get solved within a few hours, but the annoyance and noise is increasing quickly, and many are recommending Openserv as a better alternative. I have researched OpenServ via 5 or 6 of their customers, and their service and uptime are solid, so if Metro dont fix this quickly I'll change.

Metrofibre, you need to do better