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Zweni N
1 reviews | Active since Mar 2019
30 Jan 2025, 16:03
To Hell With Metrofibre
Supersonic + Metrofibre is a match made in hell. Stay away from either one. I reported 3 weeks ago that my fibre line drops every 15 minutes and I have to switch off the stupid black box and wait 5-10 minutes for the connection to be back. It's never done this since 2020/2021. Up to Today I am still waiting for a technician to come or someone to run tests. I have tickets with both Metrofibre and Supersonic. I have done followups and all I ever got was "Sorry, I was on leave". I had paid Supersonic, since I was magically now in arrears after they switched billing systems. Only Today someone calls to try and do tests. I am fed up with both Supersonic and Metrofibre. I am ripping their stupid cables from my property Today.
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Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
30 Jan 2025, 17:42Dear Zweni Nkabinde
I sincerely apologize for the frustration and inconvenience you've been experiencing with your fibre connection. I can understand how upsetting it must be, especially with the ongoing issue of frequent disconnections.
After checking, we can confirm that the ticket was logged from Supersonic and have responded to them with all the required information. Unfortunately, our technical team couldn’t find anything on our end, and Supersonic has not yet responded to our inquiries. As we provide the infrastructure, Supersonic handles the internet service, and we recommend liaising with them for a more detailed explanation or resolution.
I understand this situation has been incredibly frustrating, and I’m sorry that you’ve had to endure these ongoing issues. Please know that we’ve done everything possible on our side and will continue to follow up with Supersonic. We value your feedback, and we deeply regret that this has been your experience.
Thank you for your understanding, and I hope you can get the matter resolved soon.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I sincerely apologize for the frustration and inconvenience you've been experiencing with your fibre connection. I can understand how upsetting it must be, especially with the ongoing issue of frequent disconnections.
After checking, we can confirm that the ticket was logged from Supersonic and have responded to them with all the required information. Unfortunately, our technical team couldn’t find anything on our end, and Supersonic has not yet responded to our inquiries. As we provide the infrastructure, Supersonic handles the internet service, and we recommend liaising with them for a more detailed explanation or resolution.
I understand this situation has been incredibly frustrating, and I’m sorry that you’ve had to endure these ongoing issues. Please know that we’ve done everything possible on our side and will continue to follow up with Supersonic. We value your feedback, and we deeply regret that this has been your experience.
Thank you for your understanding, and I hope you can get the matter resolved soon.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply30 Jan 2025, 17:42
Official
Dear Zweni Nkabinde
I sincerely apologize for the frustration and inconvenience you've been experiencing with your fibre connection. I can understand how upsetting it must be, especially with the ongoing issue of frequent disconnections.
After checking, we can confirm that the ticket was logged from Supersonic and have responded to them with all the required information. Unfortunately, our technical team couldn’t find anything on our end, and Supersonic has not yet responded to our inquiries. As we provide the infrastructure, Supersonic handles the internet service, and we recommend liaising with them for a more detailed explanation or resolution.
I understand this situation has been incredibly frustrating, and I’m sorry that you’ve had to endure these ongoing issues. Please know that we’ve done everything possible on our side and will continue to follow up with Supersonic. We value your feedback, and we deeply regret that this has been your experience.
Thank you for your understanding, and I hope you can get the matter resolved soon.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
I sincerely apologize for the frustration and inconvenience you've been experiencing with your fibre connection. I can understand how upsetting it must be, especially with the ongoing issue of frequent disconnections.
After checking, we can confirm that the ticket was logged from Supersonic and have responded to them with all the required information. Unfortunately, our technical team couldn’t find anything on our end, and Supersonic has not yet responded to our inquiries. As we provide the infrastructure, Supersonic handles the internet service, and we recommend liaising with them for a more detailed explanation or resolution.
I understand this situation has been incredibly frustrating, and I’m sorry that you’ve had to endure these ongoing issues. Please know that we’ve done everything possible on our side and will continue to follow up with Supersonic. We value your feedback, and we deeply regret that this has been your experience.
Thank you for your understanding, and I hope you can get the matter resolved soon.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
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Zweni N's updateReviewer Update
31 Jan 2025, 09:42Then why does the service temporarily come on after I switch YOUR fibre box on and off? What does that have to do with Supersonic?
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Zweni N's update31 Jan 2025, 09:42
Reviewer Update
Then why does the service temporarily come on after I switch YOUR fibre box on and off? What does that have to do with Supersonic?
MetroFibre Networx's replyOfficial
31 Jan 2025, 10:07Dear Zweni,
Thank you for your feedback. As part of our investigation, we have requested the ISP to provide an MTR test, a ping test on both your router and the ONT, as well as your router session logs. These tests will assist in identifying the root cause of the issue and ensuring a thorough resolution.
We appreciate your patience
Thank you for your feedback. As part of our investigation, we have requested the ISP to provide an MTR test, a ping test on both your router and the ONT, as well as your router session logs. These tests will assist in identifying the root cause of the issue and ensuring a thorough resolution.
We appreciate your patience
MetroFibre Networx's reply31 Jan 2025, 10:07
Official
Dear Zweni,
Thank you for your feedback. As part of our investigation, we have requested the ISP to provide an MTR test, a ping test on both your router and the ONT, as well as your router session logs. These tests will assist in identifying the root cause of the issue and ensuring a thorough resolution.
We appreciate your patience
Thank you for your feedback. As part of our investigation, we have requested the ISP to provide an MTR test, a ping test on both your router and the ONT, as well as your router session logs. These tests will assist in identifying the root cause of the issue and ensuring a thorough resolution.
We appreciate your patience