1 reviews | Active since Jan 2018
Run far away from MetroFibre!
Absolutely atrocious service. They claim to be taking on more clients but they cannot take care of the clients they currently have. It’s been 5 days and counting that a row of homes in our complex have no internet service. Tried calling them only to be disconnected after a lengthy waiting period. After getting through we were assigned a ticket number. Then the waiting game began again. With frustrations mounting, an email was sent to them with the intent on getting some assistance to the issue plaguing us. They responded indicating that we were on the ‘priority list’ to be attended to as soon as possible. It’s now 5 days and counting. If this is what ‘priority’ means to them I shudder to think how many days non-priority cases have to wait to get assisted. For a company that deals with communications they lack proper skills in communication. Even their website is so unprofessionally done. The Eastern Cape tickets are listed under ‘Durban South’. Save yourself the trouble and look to other providers for your fibre needs. MetroFibre is currently running a Mickey Mouse syndicate. If I could give them minus stars I would do so in a blink of an eye.
Thank you for taking the time to share your experience in such detail.
Being without internet service for five days, particularly when multiple homes in your complex are affected, is extremely disruptive. The extended downtime, long call waiting periods, and the lack of clear feedback after being advised that the matter was placed on priority are not the level of service we aim to deliver.
Your concerns regarding communication, ticket handling, and the information reflected on our platforms are fully acknowledged. This matter has been escalated again with the regional operations and field teams for urgent intervention, and we are requesting immediate feedback on the root cause of the outage and the expected restoration timeframe.
We also recognise that communication during outages is critical. The gaps you’ve highlighted have been raised internally for review to ensure better clarity and transparency going forward.
Should you be willing to share your reference number or account details via direct message, we will personally track the progress and provide direct updates.
Your feedback is important and has been formally recorded.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience in such detail.
Being without internet service for five days, particularly when multiple homes in your complex are affected, is extremely disruptive. The extended downtime, long call waiting periods, and the lack of clear feedback after being advised that the matter was placed on priority are not the level of service we aim to deliver.
Your concerns regarding communication, ticket handling, and the information reflected on our platforms are fully acknowledged. This matter has been escalated again with the regional operations and field teams for urgent intervention, and we are requesting immediate feedback on the root cause of the outage and the expected restoration timeframe.
We also recognise that communication during outages is critical. The gaps you’ve highlighted have been raised internally for review to ensure better clarity and transparency going forward.
Should you be willing to share your reference number or account details via direct message, we will personally track the progress and provide direct updates.
Your feedback is important and has been formally recorded.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations