MR
Maurice R
1 reviews | Active since Dec 2009
19 May 2025, 14:09
Support very slow
Logged a call for a faulty ONU. The support WhatsApp channel is very responsive but the feedback is the same, they will escalate and that SLA is 4 business days. So must I accept to be totally down for 4 days. If I were to sign up for a new service it would have been done the next day if not the same day. Veery quick to take money but not to support already contracted subscribers.
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Replies (1)
MetroFibre Networx's replyOfficial
19 May 2025, 14:15Dear Mr. Le Roux,
Thank you for your continued engagement and for bringing your concerns to our attention.
We understand how critical it is to have consistent connectivity, and we acknowledge the inconvenience this disruption has caused. Your feedback regarding response times and service expectations has been noted and escalated to the relevant teams for urgent attention.
Please be assured that your issue has now been escalated internally for prioritized handling. Our support team is actively working to ensure the necessary steps are taken to resolve the matter as swiftly as possible, in line with our service processes.
We appreciate your patience while we work towards a resolution. We will ensure you are kept informed of any changes or updates.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued engagement and for bringing your concerns to our attention.
We understand how critical it is to have consistent connectivity, and we acknowledge the inconvenience this disruption has caused. Your feedback regarding response times and service expectations has been noted and escalated to the relevant teams for urgent attention.
Please be assured that your issue has now been escalated internally for prioritized handling. Our support team is actively working to ensure the necessary steps are taken to resolve the matter as swiftly as possible, in line with our service processes.
We appreciate your patience while we work towards a resolution. We will ensure you are kept informed of any changes or updates.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply19 May 2025, 14:15
Official
Dear Mr. Le Roux,
Thank you for your continued engagement and for bringing your concerns to our attention.
We understand how critical it is to have consistent connectivity, and we acknowledge the inconvenience this disruption has caused. Your feedback regarding response times and service expectations has been noted and escalated to the relevant teams for urgent attention.
Please be assured that your issue has now been escalated internally for prioritized handling. Our support team is actively working to ensure the necessary steps are taken to resolve the matter as swiftly as possible, in line with our service processes.
We appreciate your patience while we work towards a resolution. We will ensure you are kept informed of any changes or updates.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for your continued engagement and for bringing your concerns to our attention.
We understand how critical it is to have consistent connectivity, and we acknowledge the inconvenience this disruption has caused. Your feedback regarding response times and service expectations has been noted and escalated to the relevant teams for urgent attention.
Please be assured that your issue has now been escalated internally for prioritized handling. Our support team is actively working to ensure the necessary steps are taken to resolve the matter as swiftly as possible, in line with our service processes.
We appreciate your patience while we work towards a resolution. We will ensure you are kept informed of any changes or updates.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations