SS
S S
1 reviews | Active since Aug 2020
02 Feb 2025, 14:22
Review: Disappointed with MetroFibre’s Service – Unreliable and Unresponsive
I decided to subscribe to MetroFibre because I needed a reliable and stable WiFi connection. Unfortunately, after only a few months as a client, I am extremely disappointed with their service.
As I write this, I have been without any network for nearly 30 hours. I have tried calling multiple times, but no one answers—only an automated message telling me that my call is important, which clearly isn’t the case. I have also reached out via their WhatsApp support, but all I receive are generic responses saying they are working on the problem, with no real updates or resolution.
I feel completely ignored as a paying customer. Reliable internet is a necessity, and the lack of proper communication and support from MetroFibre is unacceptable. If you are considering their service, I strongly advise against it unless they drastically improve their customer support and network reliability.
MetroFibre, do better!
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
03 Feb 2025, 07:52Dear Stefan Smit
We are truly sorry to hear about your frustrating experience with MetroFibre. We completely understand how vital a reliable and stable internet connection is, and I sincerely apologize for the inconvenience this service disruption has caused you.
It’s concerning to hear that you’ve been without network access for such a long period and that your attempts to reach support have not been met with the assistance you deserve. Your feedback about the lack of proper communication and resolution is valid, and I apologize for not meeting your expectations.
Please rest assured that your experience is not taken lightly. I will escalate this issue to the relevant team to ensure we address it promptly. In the meantime, if there’s anything specific you would like me to assist with or any other questions, please don’t hesitate to reach out.
Again, We are truly sorry for the inconvenience you’ve experienced, and we’re committed to making improvements to ensure this doesn’t happen again in the future.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply03 Feb 2025, 07:52
Official
Dear Stefan Smit
We are truly sorry to hear about your frustrating experience with MetroFibre. We completely understand how vital a reliable and stable internet connection is, and I sincerely apologize for the inconvenience this service disruption has caused you.
It’s concerning to hear that you’ve been without network access for such a long period and that your attempts to reach support have not been met with the assistance you deserve. Your feedback about the lack of proper communication and resolution is valid, and I apologize for not meeting your expectations.
Please rest assured that your experience is not taken lightly. I will escalate this issue to the relevant team to ensure we address it promptly. In the meantime, if there’s anything specific you would like me to assist with or any other questions, please don’t hesitate to reach out.
Again, We are truly sorry for the inconvenience you’ve experienced, and we’re committed to making improvements to ensure this doesn’t happen again in the future.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
SS
S S's updateReviewer Update
03 Feb 2025, 08:50Thank you for your response, Sibonisile.
After posting this review on the platform, I noticed a slight improvement in communication; however, I still did not fully understand the extent of the fibre issue. I was only sent a picture of a broken fibre line with a message stating that the team was still working on it. It remained unclear how 30 hours of labour was justified for a single repair.
Additionally, a communication was sent out indicating that the estimated time of restoration (ETR) was 7 AM, yet the service was only restored at 16:00. I would like to suggest that MetroFibre enhance its communication. As I rely heavily on a stable and reliable connection for my home office work, clear and accurate updates are crucial. Providing timely and transparent information allows customers to plan accordingly and mitigate disruptions.
SS
S S's update03 Feb 2025, 08:50
Reviewer Update
Thank you for your response, Sibonisile.
After posting this review on the platform, I noticed a slight improvement in communication; however, I still did not fully understand the extent of the fibre issue. I was only sent a picture of a broken fibre line with a message stating that the team was still working on it. It remained unclear how 30 hours of labour was justified for a single repair.
Additionally, a communication was sent out indicating that the estimated time of restoration (ETR) was 7 AM, yet the service was only restored at 16:00. I would like to suggest that MetroFibre enhance its communication. As I rely heavily on a stable and reliable connection for my home office work, clear and accurate updates are crucial. Providing timely and transparent information allows customers to plan accordingly and mitigate disruptions.
MetroFibre Networx's replyOfficial
03 Feb 2025, 08:54Thank you for your response and feedback. I appreciate you taking the time to share your experience. We completely understand your concerns regarding the clarity of communication and the impact on your home office work.
We will certainly take your suggestion on board and work on improving the transparency and accuracy of our updates. Clear communication is essential, and we are committed to making sure customers receive timely and comprehensive information in the future.
Again, thank you for your valuable input.
MetroFibre Networx's reply03 Feb 2025, 08:54
Official
Thank you for your response and feedback. I appreciate you taking the time to share your experience. We completely understand your concerns regarding the clarity of communication and the impact on your home office work.
We will certainly take your suggestion on board and work on improving the transparency and accuracy of our updates. Clear communication is essential, and we are committed to making sure customers receive timely and comprehensive information in the future.
Again, thank you for your valuable input.