TM
Thokozani M
1 reviews | Active since Mar 2025
30 Mar 2025, 10:27
Terrible service MetroFibre
Good day Metrofibre Kindly assist, I have been asking for help since 06March 2025 with my internet not working, ticket number #645324. I have tried all your platforms to get help. That is what's up, email support and also calling, they were all pathetic and ***********, terrible service. I was told the same stupid thing everytime I contacted you, which was more than once in each platform, checking if all my wires were connected, switching off and on my internet and resetting. So my question is do I get a refund since my internet has not been working since 06 March 2025? Also kindly note that I will reverse the charges for Apr 2025 since my internet is not working or take this further if I get charged for something that is not working.
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Replies (3)
MetroFibre Networx's replyOfficial
31 Mar 2025, 09:29 Dear Thokozani Maseko
Thank you for reaching out to us. We understand the frustration you are experiencing regarding the issues with your internet service, and we want to assure you that we have escalated the matter to the relevant department for urgent assistance.
As we work to resolve the issue, we kindly request that you allow us to conduct a thorough investigation once all aspects have been fully sorted out. Our credit department will also review the matter as part of this process.
We are committed to providing you with the support needed, and we will keep you updated on the progress of the investigation.
Should you have any further concerns, please do not hesitate to contact us.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us. We understand the frustration you are experiencing regarding the issues with your internet service, and we want to assure you that we have escalated the matter to the relevant department for urgent assistance.
As we work to resolve the issue, we kindly request that you allow us to conduct a thorough investigation once all aspects have been fully sorted out. Our credit department will also review the matter as part of this process.
We are committed to providing you with the support needed, and we will keep you updated on the progress of the investigation.
Should you have any further concerns, please do not hesitate to contact us.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply31 Mar 2025, 09:29
Official
Dear Thokozani Maseko
Thank you for reaching out to us. We understand the frustration you are experiencing regarding the issues with your internet service, and we want to assure you that we have escalated the matter to the relevant department for urgent assistance.
As we work to resolve the issue, we kindly request that you allow us to conduct a thorough investigation once all aspects have been fully sorted out. Our credit department will also review the matter as part of this process.
We are committed to providing you with the support needed, and we will keep you updated on the progress of the investigation.
Should you have any further concerns, please do not hesitate to contact us.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out to us. We understand the frustration you are experiencing regarding the issues with your internet service, and we want to assure you that we have escalated the matter to the relevant department for urgent assistance.
As we work to resolve the issue, we kindly request that you allow us to conduct a thorough investigation once all aspects have been fully sorted out. Our credit department will also review the matter as part of this process.
We are committed to providing you with the support needed, and we will keep you updated on the progress of the investigation.
Should you have any further concerns, please do not hesitate to contact us.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
TM
Thokozani M's updateReviewer Update
02 Apr 2025, 11:53Hi Sibonisile
I am beyond disappointed with MetroFibre services. After I informed you that I have been without internet since 06 March 2025 and informed you guys using all your platforms for help since 06 March 2025, all you can tell me is you are investigating the issue without time lines of it being resolved. Since you responded to this on Monday, no one from MetroFibre communicated to me, it has been quit, I guess you are still investigating, how convenient. Guess what you also debited me for the month of April, I am not sure for what, because I don't have internet. I would be happy if you can enlighten me why you took my hard earn money without providing me a service according to our contract. Your immediat help would be appreciated.
I am beyond disappointed with MetroFibre services. After I informed you that I have been without internet since 06 March 2025 and informed you guys using all your platforms for help since 06 March 2025, all you can tell me is you are investigating the issue without time lines of it being resolved. Since you responded to this on Monday, no one from MetroFibre communicated to me, it has been quit, I guess you are still investigating, how convenient. Guess what you also debited me for the month of April, I am not sure for what, because I don't have internet. I would be happy if you can enlighten me why you took my hard earn money without providing me a service according to our contract. Your immediat help would be appreciated.
TM
Thokozani M's update02 Apr 2025, 11:53
Reviewer Update
Hi Sibonisile
I am beyond disappointed with MetroFibre services. After I informed you that I have been without internet since 06 March 2025 and informed you guys using all your platforms for help since 06 March 2025, all you can tell me is you are investigating the issue without time lines of it being resolved. Since you responded to this on Monday, no one from MetroFibre communicated to me, it has been quit, I guess you are still investigating, how convenient. Guess what you also debited me for the month of April, I am not sure for what, because I don't have internet. I would be happy if you can enlighten me why you took my hard earn money without providing me a service according to our contract. Your immediat help would be appreciated.
I am beyond disappointed with MetroFibre services. After I informed you that I have been without internet since 06 March 2025 and informed you guys using all your platforms for help since 06 March 2025, all you can tell me is you are investigating the issue without time lines of it being resolved. Since you responded to this on Monday, no one from MetroFibre communicated to me, it has been quit, I guess you are still investigating, how convenient. Guess what you also debited me for the month of April, I am not sure for what, because I don't have internet. I would be happy if you can enlighten me why you took my hard earn money without providing me a service according to our contract. Your immediat help would be appreciated.
MetroFibre Networx's replyOfficial
02 Apr 2025, 12:32Dear Thokozani,
Thank you for reaching out and bringing your concerns to our attention.
We can confirm that your fault ticket 645324 is currently in progress with our WiFi & LAN Team. A router replacement has been approved by the relevant management team, and we have followed up to ensure that the appointment for attendance is scheduled as soon as possible. Our team is prioritizing this matter to restore your connectivity promptly.
Please do not hesitate to reach out should you require any further assistance.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and bringing your concerns to our attention.
We can confirm that your fault ticket 645324 is currently in progress with our WiFi & LAN Team. A router replacement has been approved by the relevant management team, and we have followed up to ensure that the appointment for attendance is scheduled as soon as possible. Our team is prioritizing this matter to restore your connectivity promptly.
Please do not hesitate to reach out should you require any further assistance.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply02 Apr 2025, 12:32
Official
Dear Thokozani,
Thank you for reaching out and bringing your concerns to our attention.
We can confirm that your fault ticket 645324 is currently in progress with our WiFi & LAN Team. A router replacement has been approved by the relevant management team, and we have followed up to ensure that the appointment for attendance is scheduled as soon as possible. Our team is prioritizing this matter to restore your connectivity promptly.
Please do not hesitate to reach out should you require any further assistance.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and bringing your concerns to our attention.
We can confirm that your fault ticket 645324 is currently in progress with our WiFi & LAN Team. A router replacement has been approved by the relevant management team, and we have followed up to ensure that the appointment for attendance is scheduled as soon as possible. Our team is prioritizing this matter to restore your connectivity promptly.
Please do not hesitate to reach out should you require any further assistance.
Best regards,
Marilize
MetroFibre Complaints & Escalations