FH
Frances H
1 reviews | Active since Jul 2012
07 Nov 2025, 14:57
Sorry for you JACK . I am OK.
My Fibre line has been off for a week. Reported via email and they came back with a date and time to het it resolved. I told them the rooter is dead (no lights coming on). The contractor came and took the old router and said he must take it in (did not bring a new one with). Now I must wait again until they decide if it must be replaced or fixed. WORST OF ALL IS THAT YOU MUST PAY FOR A WHOLE MONTH . ONE WEEK IS ALREADY GONE WITHOUT ANY USAGE . DARE TO PAY THEM LESS AND THEY WILL SHUT YOU OFF . You never get the same after sale service as what they promise.
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Replies (2)
MetroFibre Networx's replyOfficial
07 Nov 2025, 15:01Dear Frances Hall
Thank you for reaching out and sharing your experience. I completely understand how frustrating it must be to have your fibre line down for so long, especially after reporting it and waiting for an update.
I’ve taken note of the issue with the router being collected and the delay in replacement. I’ll make sure this is escalated to the right team so they can review the situation and get your connection back up as soon as possible.
Regarding the billing concern, I’ll also request that your account be reviewed for the period the service was unavailable.
We appreciate your patience while this is being resolved, and I’ll keep you updated on any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and sharing your experience. I completely understand how frustrating it must be to have your fibre line down for so long, especially after reporting it and waiting for an update.
I’ve taken note of the issue with the router being collected and the delay in replacement. I’ll make sure this is escalated to the right team so they can review the situation and get your connection back up as soon as possible.
Regarding the billing concern, I’ll also request that your account be reviewed for the period the service was unavailable.
We appreciate your patience while this is being resolved, and I’ll keep you updated on any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply07 Nov 2025, 15:01
Official
Dear Frances Hall
Thank you for reaching out and sharing your experience. I completely understand how frustrating it must be to have your fibre line down for so long, especially after reporting it and waiting for an update.
I’ve taken note of the issue with the router being collected and the delay in replacement. I’ll make sure this is escalated to the right team so they can review the situation and get your connection back up as soon as possible.
Regarding the billing concern, I’ll also request that your account be reviewed for the period the service was unavailable.
We appreciate your patience while this is being resolved, and I’ll keep you updated on any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and sharing your experience. I completely understand how frustrating it must be to have your fibre line down for so long, especially after reporting it and waiting for an update.
I’ve taken note of the issue with the router being collected and the delay in replacement. I’ll make sure this is escalated to the right team so they can review the situation and get your connection back up as soon as possible.
Regarding the billing concern, I’ll also request that your account be reviewed for the period the service was unavailable.
We appreciate your patience while this is being resolved, and I’ll keep you updated on any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
FH
Frances H's updateReviewer Update
09 Nov 2025, 18:30I had good feedback from Metrofibre. Thank you for the assistance and now the problem was fixed within a day. I had email correspondence and regular updates on what is happening. Thank you fornthe better service.
FH
Frances H's update09 Nov 2025, 18:30
Reviewer Update
I had good feedback from Metrofibre. Thank you for the assistance and now the problem was fixed within a day. I had email correspondence and regular updates on what is happening. Thank you fornthe better service.