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Donavan C

1 reviews | Active since May 2013

22 Nov 2024, 13:35

Subject: Warning to Potential Clients of Metro Fibre - Severe Delays and Poor Service

Subject: Warning to Potential Clients of Metro Fibre - Severe Delays and Poor Service Dear Potential Clients, I am writing to issue a stern warning regarding the severe delays and inefficiencies I have encountered while attempting to install my fibre internet service with Metro Fibre Eastern Cape. While my initial experience with the company was satisfactory, the service has since become nothing short of a disappointment. On the scheduled day of installation, a technician contacted me to arrange the modem setup. I comp**** with the appointment, and the technician arrived at approximately 16:30, completing the installation by 17:30. I was informed that the activation would take up to six hours. However, no activation occurred, and I was left without service for the entire night. In an attempt to resolve the issue, I logged a ticket with the Metro Fibre support team. What followed was a series of frustrating back-and-forth communications, yet no concrete resolution was achieved. To my surprise, the same technician arrived the next morning with a new router and secondary device at around 10:00. Once again, I had to take time off work to accommodate the technician’s visit, only for him to inform me that there were issues with the support department, which was preventing activation. After enduring more than two hours of waiting and being repeatedly told the activation process was still pending, I had no choice but to leave for work. This forced the technician to depart without resolving the issue. Despite my multiple attempts to contact various departments to expedite the activation, my efforts were met with silence, and no one offered a solution. It became clear that there was a complete breakdown in communication and coordination between Metro Fibre’s support staff and the technician—a scenario that should be utterly unacceptable for any company providing a service. At this point, I am left extremely dissatisfied with Metro Fibre Eastern Cape. As a new customer, I expected timely service and clear communication. Instead, I have been inconvenienced twice, with no tangible result. The delays have disrupted my work and caused significant frustration, leaving me questioning the professionalism of the company. Be Warned, all new and existing clients—if you are considering procuring services from Metro Fibre, you may be better off exploring alternative options. Based on my experience, it is evident that this company struggles with basic installation tasks and cannot deliver on promises made to their customers. They seem incapable of getting their own devices installed and operational in a timely manner, which raises serious concerns about their reliability and commitment to customer satisfaction. I strongly advise potential clients to think twice before committing to Metro Fibre’s services.

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Replies (11)
MetroFibre Networx
MetroFibre Networx's reply22 Nov 2024, 13:57
Official
Dear Donavan Crause,

Thank you for sharing your feedback with us. I sincerely apologize for the inconvenience you’ve experienced during the installation and activation of your fibre service. We deeply regret that your experience with Metro Fibre Eastern Cape has not met your expectations.

We fully understand how frustrating delays and poor communication can be, and this is certainly not the level of service we strive to provide. I want to assure you that we have escalated your concerns to the relevant departments, and we are actively working to resolve the issues you’ve faced. It is concerning that you were left without service for an extended period and that there was a lack of coordination between our technician and support team.

Please be assured that we take this matter very seriously, and we are committed to addressing both the technical issues and communication breakdowns. We are currently investigating the situation to ensure that similar occurrences do not happen in the future.

Once again, I apologize for the frustration and inconvenience this has caused. We value your feedback, and we are working diligently to resolve this matter as quickly as possible. A representative will be in touch with you shortly to provide an update and work towards a resolution.

Thank you for your understanding.

Kind regards,
Sibonisile
MetroFibre Complaints and Escalations


DC
Donavan C's update22 Nov 2024, 14:11
Reviewer Update
Thank you for addressing the matter timeously, however I must re iterate that the service technician was exceptional, it's the team that supports his efforts that require immediate and decisive action.
MetroFibre Networx
MetroFibre Networx's reply22 Nov 2024, 14:18
Official
We do apologize for the inconvenience you've experienced, and we want to assure you that we are working urgently to rectify the issue. We appreciate your patience as we address the concerns with our support team.
We're also pleased to hear that you recognize the efforts of our installation team and their professionalism. It’s important to us that both our technicians and support teams work together to deliver the high-quality service you expect, and we’re committed to making sure the necessary improvements are made.
DC
Donavan C's update22 Nov 2024, 19:14
Reviewer Update
You say you working on communication, I haven't received any feedback on my router installation, I have no internet, and all after I cancelled my mtn subscription. I'm so annoyed! Stop speaking and start action, you guys haven't even had the opportunity to give me bad service yet, you can't even get out of the door. What is wrong with you guys?
MetroFibre Networx
MetroFibre Networx's reply22 Nov 2024, 19:31
Official
Dear Donovan

Thank you for your patience as we work on your fibre installation and activation.

We would like to inform you that your query has now been handed over to our contractors. They will be in contact with you to arrange an appointment.

In the meantime, we will continue to monitor the progress and keep you updated. Should you have any further questions or need assistance, please don’t hesitate to reach out to us.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
DC
Donavan C's update25 Nov 2024, 13:21
Reviewer Update
Thank you, the service is so bad I have to communicate through helopeter in order to get things done, The contractor has come, thank you, however the internet speed is so slow, for a 500Mbps line Im only just barely getting 1.7 Mbps , and that's after resetting the router and doing all kinds of jumps and skips according to the useless eastern cape branch, based in Port Elizabeth. They should of tested the line upon installation to ensure that it's sorted and working efficiently. How is it that I have a 40Mbps wifi LTE LINE from mtn and I'm getting exactly what I'm paying for?
This is certainly a blight on metro fibres record, and it's getting to a stage where I'm wanting to cancel everything as, it's just one frustration after the other.
MetroFibre Networx
MetroFibre Networx's reply25 Nov 2024, 13:53
Official
Dear Donavan

Thank you for confirming the resolution of your installation difficulties. We sincerely apologize for the frustration you’ve experienced with your internet speeds.

We have responded to your existing fault ticket via email to assist in addressing the speed concerns you’ve raised. Our team is committed to resolving this matter as quickly as possible to ensure your service performs at the expected standard.

Thank you for your patience as we work to rectify this issue. Should you have any further concerns, please don’t hesitate to reach out via your fault ticket.

Kind Regards,
Marilize
MetroFibre Complaints and Escalations
DC
Donavan C's update25 Nov 2024, 15:01
Reviewer Update
I am writing to formally lodge a complaint regarding my experience yet again, whilst applying for a fibre line through Metro Fibre. I initially app**** for a 250Mbps special which was upgraded to a 500Mbps line for R899. However, over the weekend, I noticed a Black Friday special for a 250Mbps line at R499. I promptly consulted Tarryn, a sales consultant from the Port Elizabeth branch, to inquire if I could migrate to the R499 deal since I had not yet received a working service.

On Monday morning, I submitted the required forms to Tarryn after she forwarded the docs to me, who then passed them onto their Finance division. Later that day, a service team arrived to repair a broken line that should have been fixed the previous Thursday. Despite this, I have now received an email from Finance stating that the Black Friday special is only available to new clients.

This response is unacceptable. Given that I had no functional service during this period, you could have simply cancelled the initial application and processed the new deal instead. This would have been a fair resolution, especially considering the significant inconvenience I have endured:

Taking time off work for extended periods over two consecutive days.

Dealing with repeated delays in rectifying the issue of which are not yet resolved.

I expect Metro Fibre to address this matter promptly and accommodate the migration to the Black Friday deal. It is only reasonable considering the disruptions caused by your service failures. Please resolve this situation without further delay.

DC
Donavan C's update27 Nov 2024, 09:35
Reviewer Update
I would like to share my unpleasant Metro Fibre experience with the public. I was informed that they had to shut everything down when I attempted to switch to their Black Friday special 250GB line. I had already canceled every internet package I had previously had in preparation for the new Metro Fibre service, which was a difficult and time-consuming procedure. As Metro Fibre tries to diagnose the issue with my line, I am currently without internet at all.

Despite numerous back-and-forth exchanges, ticket submissions, and persistent follow-ups, no resolution has been achieved. I am really irritated by what seems to be a lack of urgency or concern on their behalf, and I think this level of service to be unacceptable.
DC
Donavan C's update27 Nov 2024, 13:06
Reviewer Update
To the Metro Fibre Team,

I'm writing to let you know how deeply unhappy I am with your service as it stands right now. Nothing has changed in spite of numerous attempts to address the persistent problems.

I shall be forced to ask that you send someone to pick up your equipment since it is currently not up to the standards promised if the service is not fixed within the next hour.

**Your prompt attention to this matter is now expected**.

MetroFibre Networx
MetroFibre Networx's reply27 Nov 2024, 13:49
Official
Dear Donavan

Thank you for reaching out to share your concerns. We deeply regret the difficulties you have experienced with your service and understand the frustration this situation has caused. Please accept our sincerest apologies for any inconvenience.

We can confirm that your fault ticket, 497575, is currently open and being actively managed by our Network Operations Center (NOC). Our team has prioritised your request for an onsite technician, and we are committed to resolving this matter as quickly as possible.

We appreciate your patience and cooperation as we work diligently to address the issue. Rest assured, we are treating this with the urgency it deserves to restore your service to the standard you expect and deserve.

Kind Regards,
Marilize
MetroFibre Complaints and Escalations