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SG
Shanelle G

1 reviews | Active since Aug 2010

23 Jan 2022, 16:44

Shocking connectivity

My line is provided by a secondary provider with metrofibre providing the actual line. We have had outages every week since the middle of December and no one is looking at fixing the line.

0
Replies (12)
MetroFibre Networx
MetroFibre Networx's reply23 Jan 2022, 17:00
Official
Dear Shanelle

On behalf of MetroFibre, I want to extend my sincerest apologies for the negative experience that you have received with us.

I know it has been really frustrating for you to be held up like this when you just want to get the issue resolved and we do understand your frustration.

Kindly note that we did investigate your fault.

Please note that we see our contractors have an appointment booked for you for tomorrow 24/01/2022.

We do also apologize for the lack of communication from our side

Kind Regards
MetroFibre

Best regards,

SG
Shanelle G's update25 Jan 2022, 08:50
Reviewer Update
Someone came out yesterday we came back up for a day and now back down.

How difficult is it to get us a new line???
MetroFibre Networx
MetroFibre Networx's reply25 Jan 2022, 09:14
Official
Good day Shanelle, 

I apologise for the bad service you have been experiencing.

Kindly note that we are following up on the matter so that we can assist accordingly.

Kind regards
MetroFibre

Best regards,

MetroFibre Networx
MetroFibre Networx's reply25 Jan 2022, 09:41
Official
Good day, Shanelle 

Thank you for taking my call.

Please note that I have sent an email with your ticket reference.

Kindly note I will contact you, as soon as I have feedback.

Kind regards
MetroFibre

Best regards,

SG
Shanelle G's update26 Jan 2022, 06:56
Reviewer Update
We. Ame back up yesterday afternoon. By this morning we were down again. When can I expect feedback?
MetroFibre Networx
MetroFibre Networx's reply26 Jan 2022, 08:35
Official
Good day Shanelle,

We apologise for the link being down again.

I spoke to maintenance this morning and the re-issued the ticket for us.

A contractor will be in contact with you shortly.

Kind regards
MetroFibre

Best regards,

SG
Shanelle G's update26 Jan 2022, 08:41
Reviewer Update
Why are we reissuing tickets. We know this is a persistent issue.
MetroFibre Networx
MetroFibre Networx's reply26 Jan 2022, 09:08
Official
Good day Shanelle,

Our maintenance team will be re-splicing at the dome.

Kindly note that there are working on resolving the issue.

Kind regards
MetroFibre

Best regards,

SG
Shanelle G's update26 Jan 2022, 09:12
Reviewer Update
What does this even mean in layman’s terms? I am not a fibre engineer.
MetroFibre Networx
MetroFibre Networx's reply26 Jan 2022, 10:08
Official
Dear Shanelle,

I do apologise for the fibre terminology used.

Basically what this means is that the fault is on the outside of your residence.

Our maintenance department confirmed that a technician will be attending to the matter around 12:00h today.

Kind regards
MetroFibre

Best regards,

SG
Shanelle G's update05 Feb 2022, 18:38
Reviewer Update
Hello

Our fibre has dropped yet again!
MetroFibre Networx
MetroFibre Networx's reply11 Feb 2022, 09:24
Official
Good day Shanelle,

We sincerely apologise for the downtime you have been experiencing.

Kindly note that the matter was escalated to our maintenance that your line is still down.

We will provide feedback on the matter.

Please note that one of the agents will contact you soon.

Kind Regards
MetroFibre

Best regards,