SG
Shiven G
1 reviews | Active since Nov 2022
20 Apr 2026, 11:49
Terrible Communication/Customer Care Service
Why is it so hard to speak to someone? everything is either a bot which I assume you spends lot of money for it be giving customers a horrible customer care journey?? makes no sense
First I called over 5 times, each time I had to wait 30 min until the IVR drops the call and says someone will call back. Never happened. I simply want to know the status of my mail and when I would expect the technicians?
Ticket ***
I wish I could attach images of your WhatsApp Support, Going 10 min and cant even get a "Hi" from an agent.
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Replies (1)
MetroFibre Networx's replyOfficial
20 Apr 2026, 11:57Dear Shiven Govender,
Thank you for sharing your experience with us and for providing your ticket reference number ***.
We understand your frustration with the difficulty reaching our support team, the delays in the IVR system, and the lack of response via WhatsApp and other support channels. This is not the standard of service we aim to deliver, and your feedback has been escalated for immediate review.
We are currently investigating the status of your ticket and the appointment scheduling for the technicians. A support agent will be assigned to your case urgently and will provide you with a direct update on the progress and expected timelines.
We also acknowledge your concerns regarding the responsiveness of our digital support channels. These matters are being reviewed to improve accessibility and response times across all platforms.
You will receive feedback shortly regarding your installation status and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing your experience with us and for providing your ticket reference number ***.
We understand your frustration with the difficulty reaching our support team, the delays in the IVR system, and the lack of response via WhatsApp and other support channels. This is not the standard of service we aim to deliver, and your feedback has been escalated for immediate review.
We are currently investigating the status of your ticket and the appointment scheduling for the technicians. A support agent will be assigned to your case urgently and will provide you with a direct update on the progress and expected timelines.
We also acknowledge your concerns regarding the responsiveness of our digital support channels. These matters are being reviewed to improve accessibility and response times across all platforms.
You will receive feedback shortly regarding your installation status and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply20 Apr 2026, 11:57
Official
Dear Shiven Govender,
Thank you for sharing your experience with us and for providing your ticket reference number ***.
We understand your frustration with the difficulty reaching our support team, the delays in the IVR system, and the lack of response via WhatsApp and other support channels. This is not the standard of service we aim to deliver, and your feedback has been escalated for immediate review.
We are currently investigating the status of your ticket and the appointment scheduling for the technicians. A support agent will be assigned to your case urgently and will provide you with a direct update on the progress and expected timelines.
We also acknowledge your concerns regarding the responsiveness of our digital support channels. These matters are being reviewed to improve accessibility and response times across all platforms.
You will receive feedback shortly regarding your installation status and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for sharing your experience with us and for providing your ticket reference number ***.
We understand your frustration with the difficulty reaching our support team, the delays in the IVR system, and the lack of response via WhatsApp and other support channels. This is not the standard of service we aim to deliver, and your feedback has been escalated for immediate review.
We are currently investigating the status of your ticket and the appointment scheduling for the technicians. A support agent will be assigned to your case urgently and will provide you with a direct update on the progress and expected timelines.
We also acknowledge your concerns regarding the responsiveness of our digital support channels. These matters are being reviewed to improve accessibility and response times across all platforms.
You will receive feedback shortly regarding your installation status and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations