AR
Alanna R
1 reviews | Active since Sept 2012
14 Jun 2025, 22:14
Shocking Service from MetroFibre – Avoid at All Costs
I have been a MetroFibre customer for two years, paying for a 250 Mbps fibre line but consistently receiving less than 100 Mbps. Despite repeated complaints, their technical support has been dismissive, unhelpful, and unwilling to take responsibility for the poor service.
To make matters worse, they recently increased their prices by R200 without any explanation or corresponding improvement in service. It is unacceptable to face persistent issues for such an extended period and then be expected to pay more for a consistently substandard experience. After two years of unresolved problems, this price hike feels especially unjustified and frustrating.
After confirming on multiple occasions that the issue was not resolved, I was gaslighted with speed test screenshots from their side (which I suspect do not reflect reality) and told that the problem must lie within my home. They said I should contact my ISP for help. When I reminded them they are my ISP, they still refused to send a technician unless I paid a call-out fee starting at R650, even though the fault appears to be on their side.
With trouble-shooting they've provided a vague and evasive response, shifting the blame without proper diagnostics or accountability. To make things worse, their email communication was riddled with poor grammar and technical ambiguity, making it even harder to get clear answers.
They've ignored key questions, delayed meaningful support, and shown no accountability for months of subpar service. The tone and professionalism of the interaction have been appalling.
If you're considering MetroFibre, think again. I would strongly advise looking elsewhere for a reliable and professional ISP. I'm not sure what to do, since switching ISP may not solve my problems given that Metrofibre provides the connection regardless.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
15 Jun 2025, 09:39Dear Alanna
Thank you for reaching out.
Please be advised that we have escalated your query and requested our WiFi/LAN department to investigate and assist with the issue as soon as possible.
We understand the importance of stable connectivity and are treating this matter with urgency. We will keep you updated with feedback as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out.
Please be advised that we have escalated your query and requested our WiFi/LAN department to investigate and assist with the issue as soon as possible.
We understand the importance of stable connectivity and are treating this matter with urgency. We will keep you updated with feedback as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply15 Jun 2025, 09:39
Official
Dear Alanna
Thank you for reaching out.
Please be advised that we have escalated your query and requested our WiFi/LAN department to investigate and assist with the issue as soon as possible.
We understand the importance of stable connectivity and are treating this matter with urgency. We will keep you updated with feedback as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out.
Please be advised that we have escalated your query and requested our WiFi/LAN department to investigate and assist with the issue as soon as possible.
We understand the importance of stable connectivity and are treating this matter with urgency. We will keep you updated with feedback as soon as it becomes available.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
AR
Alanna R's updateReviewer Update
22 Jul 2025, 21:26Thank you Siboniso. Thanks to your efforts, after MONTHS of waiting, we finally had a technician come. He worked all night and agreed that there was an issue, and replaced our modem.
However he couldn't get it to work and promised to come back the next day. This was over 3 weeks ago now, he never came back. What is going on with you guys and your technicians?
And why can we never get good service despite paying R1000 every month?
I want to notify you of my intent to claim my last 12 months of instalments back, due to my non-functional modem, and the company refusing to help me get it sorted.
However he couldn't get it to work and promised to come back the next day. This was over 3 weeks ago now, he never came back. What is going on with you guys and your technicians?
And why can we never get good service despite paying R1000 every month?
I want to notify you of my intent to claim my last 12 months of instalments back, due to my non-functional modem, and the company refusing to help me get it sorted.
AR
Alanna R's update22 Jul 2025, 21:26
Reviewer Update
Thank you Siboniso. Thanks to your efforts, after MONTHS of waiting, we finally had a technician come. He worked all night and agreed that there was an issue, and replaced our modem.
However he couldn't get it to work and promised to come back the next day. This was over 3 weeks ago now, he never came back. What is going on with you guys and your technicians?
And why can we never get good service despite paying R1000 every month?
I want to notify you of my intent to claim my last 12 months of instalments back, due to my non-functional modem, and the company refusing to help me get it sorted.
However he couldn't get it to work and promised to come back the next day. This was over 3 weeks ago now, he never came back. What is going on with you guys and your technicians?
And why can we never get good service despite paying R1000 every month?
I want to notify you of my intent to claim my last 12 months of instalments back, due to my non-functional modem, and the company refusing to help me get it sorted.
MetroFibre Networx's replyOfficial
22 Jul 2025, 21:32Dear Alanna,
Thank you for the update and for bringing this to our attention again.
We understand your frustration and acknowledge the ongoing challenges you've experienced. Please know that we are currently reviewing your case internally and engaging the relevant teams to address this matter thoroughly. We will provide you with an update and the next steps as soon as possible.
Your continued patience is valued as we work to resolve this.
Kind regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for the update and for bringing this to our attention again.
We understand your frustration and acknowledge the ongoing challenges you've experienced. Please know that we are currently reviewing your case internally and engaging the relevant teams to address this matter thoroughly. We will provide you with an update and the next steps as soon as possible.
Your continued patience is valued as we work to resolve this.
Kind regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply22 Jul 2025, 21:32
Official
Dear Alanna,
Thank you for the update and for bringing this to our attention again.
We understand your frustration and acknowledge the ongoing challenges you've experienced. Please know that we are currently reviewing your case internally and engaging the relevant teams to address this matter thoroughly. We will provide you with an update and the next steps as soon as possible.
Your continued patience is valued as we work to resolve this.
Kind regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for the update and for bringing this to our attention again.
We understand your frustration and acknowledge the ongoing challenges you've experienced. Please know that we are currently reviewing your case internally and engaging the relevant teams to address this matter thoroughly. We will provide you with an update and the next steps as soon as possible.
Your continued patience is valued as we work to resolve this.
Kind regards,
Siboniso
MetroFibre Complaints and Escalations
AR
Alanna R's updateReviewer Update
03 Aug 2025, 23:15We have been customers of MetroFibre for nearly two years and have experienced slow internet speeds throughout. Since April this year, we have been actively contacting MetroFibre to resolve the issue. Unfortunately, instead of receiving support, our concerns were repeatedly dismissed.For months, MetroFibre delayed action by asking us to run our own speed tests over and over again, questioning our claims, and warning that we would be liable for technician call-out fees. It was only after sustained pressure that they finally agreed to send a technician.
The technician eventually arrived—at 6pm in the evening. After three hours of work, he confirmed that there were indeed issues with our service and received authorisation to replace the modem. However, he was unable to complete the installation. He left at 9pm, apologising and promising to return the next day. That was in early July. It is now August, and we have not heard from him since.
When we followed up with the call centre, we were told there was no record of the technician’s visit on our account. We again had to explain the entire situation, only to be told (yet again) to perform our own speed tests. When we asked to escalate the issue to a manager, no one returned our call.
We also received an email on 3 August 2025, which read:"Hi,We are following up to request an update on your logged query 870295.Would you be able to provide us with the information requested above?Please note that this ticket will be marked as resolved if we do not receive a response within the next 18 hours."There was no information “requested above”, making the message incoherent and unhelpful.
Another email, signed off by someone named ReaMak, stated:"Kindly restart your device by powering it off then back on, allowing 10–15 minutes for the changes to take effect. After that, please retest.If the issue persists, kindly conduct a LAN speed test by following the below instructions and send us a screenshot of your entire screen including the taskbar, so that we can further investigate.Please provide screenshot of speed test in accordance with the SOP. Showing test is taken over LAN.Speed Test Steps:
1.1 Restart routers, unplug from power for 15–30 secs.
1.2 Restart computer
1.3 Must use a CAT5e or CAT6 LAN cable.
2. Plug in directly into the router with Ethernet cable
3. Don’t have any other device connected whilst testing.
4. Make sure you are not doing updates.
5. Clear your browsing cache.
6. Must use local speed test https://www.speedtest.net and http://speedtest.mybroadband.co.za
7. Speed & duplex set on the Network Card to 1000Mbps Auto or 1Gbps Auto.
8. Only use cable directly connected into the router, not Wi-Fi
9. PC drivers SSD.
10. Test from different servers and device"**
This is simply not acceptable customer service. How are clients meant to know or follow MetroFibre’s internal SOPs—especially when a MetroFibre technician was already on site, attempted to fix the problem for over three hours, and left it unresolved?
We have paid full rates for a substandard service for nearly two years. The lack of support, the repeated deflections, and the absence of follow-through reflect very poorly on the company. We expected a reliable connection and professional support. We received neither.
The technician eventually arrived—at 6pm in the evening. After three hours of work, he confirmed that there were indeed issues with our service and received authorisation to replace the modem. However, he was unable to complete the installation. He left at 9pm, apologising and promising to return the next day. That was in early July. It is now August, and we have not heard from him since.
When we followed up with the call centre, we were told there was no record of the technician’s visit on our account. We again had to explain the entire situation, only to be told (yet again) to perform our own speed tests. When we asked to escalate the issue to a manager, no one returned our call.
We also received an email on 3 August 2025, which read:"Hi,We are following up to request an update on your logged query 870295.Would you be able to provide us with the information requested above?Please note that this ticket will be marked as resolved if we do not receive a response within the next 18 hours."There was no information “requested above”, making the message incoherent and unhelpful.
Another email, signed off by someone named ReaMak, stated:"Kindly restart your device by powering it off then back on, allowing 10–15 minutes for the changes to take effect. After that, please retest.If the issue persists, kindly conduct a LAN speed test by following the below instructions and send us a screenshot of your entire screen including the taskbar, so that we can further investigate.Please provide screenshot of speed test in accordance with the SOP. Showing test is taken over LAN.Speed Test Steps:
1.1 Restart routers, unplug from power for 15–30 secs.
1.2 Restart computer
1.3 Must use a CAT5e or CAT6 LAN cable.
2. Plug in directly into the router with Ethernet cable
3. Don’t have any other device connected whilst testing.
4. Make sure you are not doing updates.
5. Clear your browsing cache.
6. Must use local speed test https://www.speedtest.net and http://speedtest.mybroadband.co.za
7. Speed & duplex set on the Network Card to 1000Mbps Auto or 1Gbps Auto.
8. Only use cable directly connected into the router, not Wi-Fi
9. PC drivers SSD.
10. Test from different servers and device"**
This is simply not acceptable customer service. How are clients meant to know or follow MetroFibre’s internal SOPs—especially when a MetroFibre technician was already on site, attempted to fix the problem for over three hours, and left it unresolved?
We have paid full rates for a substandard service for nearly two years. The lack of support, the repeated deflections, and the absence of follow-through reflect very poorly on the company. We expected a reliable connection and professional support. We received neither.
AR
Alanna R's update03 Aug 2025, 23:15
Reviewer Update
We have been customers of MetroFibre for nearly two years and have experienced slow internet speeds throughout. Since April this year, we have been actively contacting MetroFibre to resolve the issue. Unfortunately, instead of receiving support, our concerns were repeatedly dismissed.For months, MetroFibre delayed action by asking us to run our own speed tests over and over again, questioning our claims, and warning that we would be liable for technician call-out fees. It was only after sustained pressure that they finally agreed to send a technician.
The technician eventually arrived—at 6pm in the evening. After three hours of work, he confirmed that there were indeed issues with our service and received authorisation to replace the modem. However, he was unable to complete the installation. He left at 9pm, apologising and promising to return the next day. That was in early July. It is now August, and we have not heard from him since.
When we followed up with the call centre, we were told there was no record of the technician’s visit on our account. We again had to explain the entire situation, only to be told (yet again) to perform our own speed tests. When we asked to escalate the issue to a manager, no one returned our call.
We also received an email on 3 August 2025, which read:"Hi,We are following up to request an update on your logged query 870295.Would you be able to provide us with the information requested above?Please note that this ticket will be marked as resolved if we do not receive a response within the next 18 hours."There was no information “requested above”, making the message incoherent and unhelpful.
Another email, signed off by someone named ReaMak, stated:"Kindly restart your device by powering it off then back on, allowing 10–15 minutes for the changes to take effect. After that, please retest.If the issue persists, kindly conduct a LAN speed test by following the below instructions and send us a screenshot of your entire screen including the taskbar, so that we can further investigate.Please provide screenshot of speed test in accordance with the SOP. Showing test is taken over LAN.Speed Test Steps:
1.1 Restart routers, unplug from power for 15–30 secs.
1.2 Restart computer
1.3 Must use a CAT5e or CAT6 LAN cable.
2. Plug in directly into the router with Ethernet cable
3. Don’t have any other device connected whilst testing.
4. Make sure you are not doing updates.
5. Clear your browsing cache.
6. Must use local speed test https://www.speedtest.net and http://speedtest.mybroadband.co.za
7. Speed & duplex set on the Network Card to 1000Mbps Auto or 1Gbps Auto.
8. Only use cable directly connected into the router, not Wi-Fi
9. PC drivers SSD.
10. Test from different servers and device"**
This is simply not acceptable customer service. How are clients meant to know or follow MetroFibre’s internal SOPs—especially when a MetroFibre technician was already on site, attempted to fix the problem for over three hours, and left it unresolved?
We have paid full rates for a substandard service for nearly two years. The lack of support, the repeated deflections, and the absence of follow-through reflect very poorly on the company. We expected a reliable connection and professional support. We received neither.
The technician eventually arrived—at 6pm in the evening. After three hours of work, he confirmed that there were indeed issues with our service and received authorisation to replace the modem. However, he was unable to complete the installation. He left at 9pm, apologising and promising to return the next day. That was in early July. It is now August, and we have not heard from him since.
When we followed up with the call centre, we were told there was no record of the technician’s visit on our account. We again had to explain the entire situation, only to be told (yet again) to perform our own speed tests. When we asked to escalate the issue to a manager, no one returned our call.
We also received an email on 3 August 2025, which read:"Hi,We are following up to request an update on your logged query 870295.Would you be able to provide us with the information requested above?Please note that this ticket will be marked as resolved if we do not receive a response within the next 18 hours."There was no information “requested above”, making the message incoherent and unhelpful.
Another email, signed off by someone named ReaMak, stated:"Kindly restart your device by powering it off then back on, allowing 10–15 minutes for the changes to take effect. After that, please retest.If the issue persists, kindly conduct a LAN speed test by following the below instructions and send us a screenshot of your entire screen including the taskbar, so that we can further investigate.Please provide screenshot of speed test in accordance with the SOP. Showing test is taken over LAN.Speed Test Steps:
1.1 Restart routers, unplug from power for 15–30 secs.
1.2 Restart computer
1.3 Must use a CAT5e or CAT6 LAN cable.
2. Plug in directly into the router with Ethernet cable
3. Don’t have any other device connected whilst testing.
4. Make sure you are not doing updates.
5. Clear your browsing cache.
6. Must use local speed test https://www.speedtest.net and http://speedtest.mybroadband.co.za
7. Speed & duplex set on the Network Card to 1000Mbps Auto or 1Gbps Auto.
8. Only use cable directly connected into the router, not Wi-Fi
9. PC drivers SSD.
10. Test from different servers and device"**
This is simply not acceptable customer service. How are clients meant to know or follow MetroFibre’s internal SOPs—especially when a MetroFibre technician was already on site, attempted to fix the problem for over three hours, and left it unresolved?
We have paid full rates for a substandard service for nearly two years. The lack of support, the repeated deflections, and the absence of follow-through reflect very poorly on the company. We expected a reliable connection and professional support. We received neither.