SA
Shane A
1 reviews | Active since Sept 2013
30 Apr 2026, 15:00
Terrible unresponsive support.
Every single time I need support from Metrofibre I get nowhere, their support rarely responds and if they do they just do nothing.
I need the username and password for my router which is not what is on the router but I am not getting a response from support.
I would advise anyone looking at Metrofibre to avoid them, their support is terrible and completely unreliable.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
30 Apr 2026, 15:41Dear Shane Acutt
Thank you for reaching out and for sharing your experience.
I understand how frustrating it is to not receive the support you need, especially when trying to access important information like your router credentials. This is not the level of service we aim to provide.
Your request for the correct username and password has been escalated for priority attention. The relevant team is reviewing your account details and will provide you with the accurate information or guide you through the necessary steps to regain access.
Your feedback regarding the delays and lack of response has been noted and is being addressed to improve our support process.
We will ensure that this matter is resolved as quickly as possible and that you receive the assistance you require.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and for sharing your experience.
I understand how frustrating it is to not receive the support you need, especially when trying to access important information like your router credentials. This is not the level of service we aim to provide.
Your request for the correct username and password has been escalated for priority attention. The relevant team is reviewing your account details and will provide you with the accurate information or guide you through the necessary steps to regain access.
Your feedback regarding the delays and lack of response has been noted and is being addressed to improve our support process.
We will ensure that this matter is resolved as quickly as possible and that you receive the assistance you require.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 Apr 2026, 15:41
Official
Dear Shane Acutt
Thank you for reaching out and for sharing your experience.
I understand how frustrating it is to not receive the support you need, especially when trying to access important information like your router credentials. This is not the level of service we aim to provide.
Your request for the correct username and password has been escalated for priority attention. The relevant team is reviewing your account details and will provide you with the accurate information or guide you through the necessary steps to regain access.
Your feedback regarding the delays and lack of response has been noted and is being addressed to improve our support process.
We will ensure that this matter is resolved as quickly as possible and that you receive the assistance you require.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for reaching out and for sharing your experience.
I understand how frustrating it is to not receive the support you need, especially when trying to access important information like your router credentials. This is not the level of service we aim to provide.
Your request for the correct username and password has been escalated for priority attention. The relevant team is reviewing your account details and will provide you with the accurate information or guide you through the necessary steps to regain access.
Your feedback regarding the delays and lack of response has been noted and is being addressed to improve our support process.
We will ensure that this matter is resolved as quickly as possible and that you receive the assistance you require.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
SA
Shane A's updateReviewer Update
05 May 2026, 09:52Good Morning,
I still have not received any feedback, just nothing. Furthermore I get a random email telling me to reset my router last night after someone deliberately restarted my router, this is ridiculous, when will someone competent actually assist me?!
I still have not received any feedback, just nothing. Furthermore I get a random email telling me to reset my router last night after someone deliberately restarted my router, this is ridiculous, when will someone competent actually assist me?!
SA
Shane A's update05 May 2026, 09:52
Reviewer Update
Good Morning,
I still have not received any feedback, just nothing. Furthermore I get a random email telling me to reset my router last night after someone deliberately restarted my router, this is ridiculous, when will someone competent actually assist me?!
I still have not received any feedback, just nothing. Furthermore I get a random email telling me to reset my router last night after someone deliberately restarted my router, this is ridiculous, when will someone competent actually assist me?!
SA
Shane A's updateReviewer Update
13 May 2026, 14:50It has now been 3 weeks since I logged my call, not once has a single eprson from Metrofibre actually contacted me with knowledge of what to do, not once has someone communicated properly, I advise anyone looking to use Metrofibre to completely avoid them,their service is the worst I have ever had.
SA
Shane A's update13 May 2026, 14:50
Reviewer Update
It has now been 3 weeks since I logged my call, not once has a single eprson from Metrofibre actually contacted me with knowledge of what to do, not once has someone communicated properly, I advise anyone looking to use Metrofibre to completely avoid them,their service is the worst I have ever had.
MetroFibre Networx's replyOfficial
13 May 2026, 15:10 The email was sent to you last Friday at 15:43 with instructions on how to get your password. Please check.
MetroFibre Networx's reply13 May 2026, 15:10
Official
The email was sent to you last Friday at 15:43 with instructions on how to get your password. Please check.