DB
Dyan B
1 reviews | Active since Aug 2016
04 Apr 2022, 11:32
Shocking Service
I called in to report no Internet Connection on the 31st of March 2022. After 3 phone calls with 3 different agents a ticket was logged. As I work from home and require my internet to actually be working, I made an alternative arrangement for the 1st of April 2022. I then received an email requesting images of the devices plugged in and switched on! I am not sure how this will change the fact that there is no internet connection. I sent this through when I returned home at 16:41 on the 1st of April. Naturally no one has worked on this ticket since requesting the images and apparently no one works weekends to resolve internet issues. The level of service is absolutely shocking!!!
Helpful (0)
Replies (9)0
Replies (9)
MetroFibre Networx's replyOfficial
04 Apr 2022, 11:45Dear Dyan.
We thank you for bringing this to our attention.
Please note that we are investigating your query, we will provide you with an update.
Kindly expect a call from one of our agents.
Kind regards
Metrofibre.
We thank you for bringing this to our attention.
Please note that we are investigating your query, we will provide you with an update.
Kindly expect a call from one of our agents.
Kind regards
Metrofibre.
MetroFibre Networx's reply04 Apr 2022, 11:45
Official
Dear Dyan.
We thank you for bringing this to our attention.
Please note that we are investigating your query, we will provide you with an update.
Kindly expect a call from one of our agents.
Kind regards
Metrofibre.
We thank you for bringing this to our attention.
Please note that we are investigating your query, we will provide you with an update.
Kindly expect a call from one of our agents.
Kind regards
Metrofibre.
DB
Dyan B's updateReviewer Update
04 Apr 2022, 11:49Good Day,
Thank you for your generic reply. The ticket number is 159116 and you will see that nothing has been done up until now. I called this morning at 09:23 with the response of someone will call me back. I have been on the phone with an agent now for over 24 mins while they try find out what is going on!
Thank you for your generic reply. The ticket number is 159116 and you will see that nothing has been done up until now. I called this morning at 09:23 with the response of someone will call me back. I have been on the phone with an agent now for over 24 mins while they try find out what is going on!
DB
Dyan B's update04 Apr 2022, 11:49
Reviewer Update
Good Day,
Thank you for your generic reply. The ticket number is 159116 and you will see that nothing has been done up until now. I called this morning at 09:23 with the response of someone will call me back. I have been on the phone with an agent now for over 24 mins while they try find out what is going on!
Thank you for your generic reply. The ticket number is 159116 and you will see that nothing has been done up until now. I called this morning at 09:23 with the response of someone will call me back. I have been on the phone with an agent now for over 24 mins while they try find out what is going on!
MetroFibre Networx's replyOfficial
04 Apr 2022, 12:30Dear Dyan,
Thank you for taking my call, as advised the Metro Go team will make contact with you regarding your ticket.
Kindly note that they are working on your ticket as a matter of urgency.
Kind Regards
MetroFibre
Thank you for taking my call, as advised the Metro Go team will make contact with you regarding your ticket.
Kindly note that they are working on your ticket as a matter of urgency.
Kind Regards
MetroFibre
MetroFibre Networx's reply04 Apr 2022, 12:30
Official
Dear Dyan,
Thank you for taking my call, as advised the Metro Go team will make contact with you regarding your ticket.
Kindly note that they are working on your ticket as a matter of urgency.
Kind Regards
MetroFibre
Thank you for taking my call, as advised the Metro Go team will make contact with you regarding your ticket.
Kindly note that they are working on your ticket as a matter of urgency.
Kind Regards
MetroFibre
DB
Dyan B's updateReviewer Update
04 Apr 2022, 19:36Good Day,
Someone was meant to advise me of the feedback from Vumatel, which of course didn’t happen. I called in at 15:30 and was advised that the problem was supposedly resolved by Vumatel. I had to do a hard reset and was advised that someone would call me at 17:00. Yet again this has not happened! Of course I cannot call in after 17:00 as this is outside of office hours. So I am going to have to make yet another alternative arrangement to be able to “work from home” which means I won’t be home to have someone assist me. This cycle is going to continue without resolution as MetroFibre doesn’t operate after 17:00 or on weekends. This is ridiculous
Someone was meant to advise me of the feedback from Vumatel, which of course didn’t happen. I called in at 15:30 and was advised that the problem was supposedly resolved by Vumatel. I had to do a hard reset and was advised that someone would call me at 17:00. Yet again this has not happened! Of course I cannot call in after 17:00 as this is outside of office hours. So I am going to have to make yet another alternative arrangement to be able to “work from home” which means I won’t be home to have someone assist me. This cycle is going to continue without resolution as MetroFibre doesn’t operate after 17:00 or on weekends. This is ridiculous
DB
Dyan B's update04 Apr 2022, 19:36
Reviewer Update
Good Day,
Someone was meant to advise me of the feedback from Vumatel, which of course didn’t happen. I called in at 15:30 and was advised that the problem was supposedly resolved by Vumatel. I had to do a hard reset and was advised that someone would call me at 17:00. Yet again this has not happened! Of course I cannot call in after 17:00 as this is outside of office hours. So I am going to have to make yet another alternative arrangement to be able to “work from home” which means I won’t be home to have someone assist me. This cycle is going to continue without resolution as MetroFibre doesn’t operate after 17:00 or on weekends. This is ridiculous
Someone was meant to advise me of the feedback from Vumatel, which of course didn’t happen. I called in at 15:30 and was advised that the problem was supposedly resolved by Vumatel. I had to do a hard reset and was advised that someone would call me at 17:00. Yet again this has not happened! Of course I cannot call in after 17:00 as this is outside of office hours. So I am going to have to make yet another alternative arrangement to be able to “work from home” which means I won’t be home to have someone assist me. This cycle is going to continue without resolution as MetroFibre doesn’t operate after 17:00 or on weekends. This is ridiculous
MetroFibre Networx's replyOfficial
05 Apr 2022, 07:10Good day Dyan,
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
MetroFibre Networx's reply05 Apr 2022, 07:10
Official
Good day Dyan,
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
MetroFibre Networx's replyOfficial
05 Apr 2022, 12:00Dear Dyan
Thank you for taking our call.
As communicated over the phone a new Router will be installed tomorrow.
Kind regards
MetroFibre
Thank you for taking our call.
As communicated over the phone a new Router will be installed tomorrow.
Kind regards
MetroFibre
MetroFibre Networx's reply05 Apr 2022, 12:00
Official
Dear Dyan
Thank you for taking our call.
As communicated over the phone a new Router will be installed tomorrow.
Kind regards
MetroFibre
Thank you for taking our call.
As communicated over the phone a new Router will be installed tomorrow.
Kind regards
MetroFibre
DB
Dyan B's updateReviewer Update
13 Apr 2022, 11:07Good Day,
Now that the Internet connection has been restored, and is some what consistent.
Please can you advise if our billing will be adjusted for the days without Internet service?
Thanks,
Dyan
Now that the Internet connection has been restored, and is some what consistent.
Please can you advise if our billing will be adjusted for the days without Internet service?
Thanks,
Dyan
DB
Dyan B's update13 Apr 2022, 11:07
Reviewer Update
Good Day,
Now that the Internet connection has been restored, and is some what consistent.
Please can you advise if our billing will be adjusted for the days without Internet service?
Thanks,
Dyan
Now that the Internet connection has been restored, and is some what consistent.
Please can you advise if our billing will be adjusted for the days without Internet service?
Thanks,
Dyan
MetroFibre Networx's replyOfficial
13 Apr 2022, 11:34Good day Dyan,
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
MetroFibre Networx's reply13 Apr 2022, 11:34
Official
Good day Dyan,
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
Kindly note that an agent will be in contact with you shortly.
I will follow up on your ticket to assist accordingly.
Kind regards
MetroFibre
MetroFibre Networx's replyOfficial
13 Apr 2022, 14:19Good day, Dyan We trust you keeping well. Our Support Team will communicate with the Billing Department regarding your account. If your incident breached the service level agreement, as per our terms and conditions, credit will be app****. Please be sure to monitor your email inbox for further communication. Thank you.
MetroFibre Networx's reply13 Apr 2022, 14:19
Official
Good day, Dyan We trust you keeping well. Our Support Team will communicate with the Billing Department regarding your account. If your incident breached the service level agreement, as per our terms and conditions, credit will be app****. Please be sure to monitor your email inbox for further communication. Thank you.