LP
Loot P
1 reviews | Active since Mar 2018
03 Sept 2025, 20:33
*********** service delivery
Unable to resolve fiber line speed upgrade request from Telkom after call logged and account paid for mentioned service not received - *****ulent
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
03 Sept 2025, 20:38Dear Loot Pretorius
Thank you for reaching out to us and sharing your concerns regarding the unresolved fibre line speed upgrade.
We understand how frustrating this experience must be, especially after making a payment and logging a call with Telkom. As the infrastructure provider, our role is to support the physical fibre network, while the service relationship and account management – including billing and service changes like speed upgrades – are handled directly by Telkom.
Since you are a Telkom client, we recommend continuing to liaise directly with their support team regarding the service change. Once Telkom processes and confirms the required upgrade on their side, they will escalate any infrastructure-related actions to us. At that point, we will gladly assist and ensure the necessary steps are taken promptly.
While we may not manage your account directly, we are committed to working with Telkom to ensure that your experience on our network is a positive one.
Should Telkom require any input from our side, we are ready to assist accordingly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us and sharing your concerns regarding the unresolved fibre line speed upgrade.
We understand how frustrating this experience must be, especially after making a payment and logging a call with Telkom. As the infrastructure provider, our role is to support the physical fibre network, while the service relationship and account management – including billing and service changes like speed upgrades – are handled directly by Telkom.
Since you are a Telkom client, we recommend continuing to liaise directly with their support team regarding the service change. Once Telkom processes and confirms the required upgrade on their side, they will escalate any infrastructure-related actions to us. At that point, we will gladly assist and ensure the necessary steps are taken promptly.
While we may not manage your account directly, we are committed to working with Telkom to ensure that your experience on our network is a positive one.
Should Telkom require any input from our side, we are ready to assist accordingly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply03 Sept 2025, 20:38
Official
Dear Loot Pretorius
Thank you for reaching out to us and sharing your concerns regarding the unresolved fibre line speed upgrade.
We understand how frustrating this experience must be, especially after making a payment and logging a call with Telkom. As the infrastructure provider, our role is to support the physical fibre network, while the service relationship and account management – including billing and service changes like speed upgrades – are handled directly by Telkom.
Since you are a Telkom client, we recommend continuing to liaise directly with their support team regarding the service change. Once Telkom processes and confirms the required upgrade on their side, they will escalate any infrastructure-related actions to us. At that point, we will gladly assist and ensure the necessary steps are taken promptly.
While we may not manage your account directly, we are committed to working with Telkom to ensure that your experience on our network is a positive one.
Should Telkom require any input from our side, we are ready to assist accordingly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us and sharing your concerns regarding the unresolved fibre line speed upgrade.
We understand how frustrating this experience must be, especially after making a payment and logging a call with Telkom. As the infrastructure provider, our role is to support the physical fibre network, while the service relationship and account management – including billing and service changes like speed upgrades – are handled directly by Telkom.
Since you are a Telkom client, we recommend continuing to liaise directly with their support team regarding the service change. Once Telkom processes and confirms the required upgrade on their side, they will escalate any infrastructure-related actions to us. At that point, we will gladly assist and ensure the necessary steps are taken promptly.
While we may not manage your account directly, we are committed to working with Telkom to ensure that your experience on our network is a positive one.
Should Telkom require any input from our side, we are ready to assist accordingly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
LP
Loot P's updateReviewer Update
03 Sept 2025, 20:45I liaised with Telkom directly with call ref. received and no progress after one month invoiced for service not received. I will now continue with further legal steps as this is regarded as *****ulent activity.
LP
Loot P's update03 Sept 2025, 20:45
Reviewer Update
I liaised with Telkom directly with call ref. received and no progress after one month invoiced for service not received. I will now continue with further legal steps as this is regarded as *****ulent activity.
MetroFibre Networx's replyOfficial
03 Sept 2025, 21:47Dear Mr. Pretorius,
Thank you for the update.
We have thoroughly checked our system and can confirm that no ticket or request has been received from Telkom regarding the fibre line speed upgrade linked to your reference.
As the infrastructure provider, we rely on Telkom to escalate any service-related requests to us. We recommend that you follow up with Telkom directly to ensure the necessary escalation is submitted.
Should Telkom forward the request, we will gladly assist without delay.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
Thank you for the update.
We have thoroughly checked our system and can confirm that no ticket or request has been received from Telkom regarding the fibre line speed upgrade linked to your reference.
As the infrastructure provider, we rely on Telkom to escalate any service-related requests to us. We recommend that you follow up with Telkom directly to ensure the necessary escalation is submitted.
Should Telkom forward the request, we will gladly assist without delay.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
MetroFibre Networx's reply03 Sept 2025, 21:47
Official
Dear Mr. Pretorius,
Thank you for the update.
We have thoroughly checked our system and can confirm that no ticket or request has been received from Telkom regarding the fibre line speed upgrade linked to your reference.
As the infrastructure provider, we rely on Telkom to escalate any service-related requests to us. We recommend that you follow up with Telkom directly to ensure the necessary escalation is submitted.
Should Telkom forward the request, we will gladly assist without delay.
Kind regards,
Sibonisile Sithole
Complaints & Escalations
Thank you for the update.
We have thoroughly checked our system and can confirm that no ticket or request has been received from Telkom regarding the fibre line speed upgrade linked to your reference.
As the infrastructure provider, we rely on Telkom to escalate any service-related requests to us. We recommend that you follow up with Telkom directly to ensure the necessary escalation is submitted.
Should Telkom forward the request, we will gladly assist without delay.
Kind regards,
Sibonisile Sithole
Complaints & Escalations