Still No Fix After Technician Visit and Repeated Follow-Ups

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 Alanna, 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.