1 reviews | Active since Jul 2023
Taken my money without providing the service as promised.
Requested a change of address regarding my active line with Metrofibre on the 23rd of July. I had requested the line be set up and activated as of the 01st of August 2024 at the new residence. Unfortunately, there was no ONT box at the new residence, however a termination point was installed. Since 01 August, I have been emailing Metrofibre back and forth to request a technician to install an ONT box at the new residence, however the plain Jane response I constant get back from them is that it has been 'escalated' to their ONT department. This issue has been 'escalated' four times now with nothing to show for it.
In addition to this, MetroFibre has charged me the fee to use the fibre package I've signed on for and are not providing the service for which I am paying. It seems to me that they are quick to invoice you and take your money, but are not willing to provide the actual service you are paying for, or the customer service that should be provided to their paying customers. I would not recommend MetroFibre as an ISP if you are looking for reliability and customer service.
They are most likely not going to offer any form of compensation for the days I have paid for and have not received the service.
We deeply regret the difficulties you have encountered with your change of address request and the subsequent delays in your service activation. Please accept our sincerest apologies for any frustration and inconvenience this has caused.
We want to assure you that your concerns have been received and thoroughly investigated. We are actively working on resolving your complaint to your satisfaction. Your case has been escalated to our Service Delivery Management team, who will investigate any breakdowns that may have occurred in the process. This escalation ensures that your installation request receives the necessary attention and that your service is restored promptly.
We understand the importance of reliable service and are committed to addressing this issue swiftly. Your experience does not reflect the standard of service we aim to provide, and we are taking immediate steps to rectify the situation.
Thank you for your patience and understanding as we work to resolve this matter. We will keep you updated on the progress and ensure that your service is restored as quickly as possible.
Kind Regards
Marilize
MetroFibre Complaints and Escalations
We deeply regret the difficulties you have encountered with your change of address request and the subsequent delays in your service activation. Please accept our sincerest apologies for any frustration and inconvenience this has caused.
We want to assure you that your concerns have been received and thoroughly investigated. We are actively working on resolving your complaint to your satisfaction. Your case has been escalated to our Service Delivery Management team, who will investigate any breakdowns that may have occurred in the process. This escalation ensures that your installation request receives the necessary attention and that your service is restored promptly.
We understand the importance of reliable service and are committed to addressing this issue swiftly. Your experience does not reflect the standard of service we aim to provide, and we are taking immediate steps to rectify the situation.
Thank you for your patience and understanding as we work to resolve this matter. We will keep you updated on the progress and ensure that your service is restored as quickly as possible.
Kind Regards
Marilize
MetroFibre Complaints and Escalations