TK
Todani K
1 reviews | Active since Jan 2023
03 Mar 2025, 11:21
Unacceptable Delay in MetroFibre Activation
I am extremely disappointed with the service I have received from MetroFibre. My activation date was scheduled for the 22nd of February, yet to this day, my connection has not been activated.
A technician was sent out to investigate and found that the ISP cable supplying my unit, along with others, is broken. However, instead of resolving my issue, I was told that my landlord must receive a quote to reinstall all affected units.
I only moved in 19-FEB-24, and my activation was planned accordingly. Since I have a free installation package, I don’t understand why the technician can’t simply repair the connection for my unit alone.
This delay has been incredibly frustrating, as I rely on WiFi for essential daily activities. I have already spent a significant amount on mobile data due to this issue, which is completely unacceptable.
To make matters worse, every time I contact a consultant, I am told something different. For example, on Saturday, March 1st, I was told that the contractor has been requested to come back and redo the installation. However, when I contacted the contractor this Monday morning, they knew nothing about it.
I need immediate and consistent action on this matter, as I am getting no clear answers or resolution.
Helpful (0)
Replies (7)0
Replies (7)
MetroFibre Networx's replyOfficial
03 Mar 2025, 15:16Dear Todani
We sincerely apologize for the frustration and inconvenience you have experienced. We understand how important an internet connection is, and we appreciate your patience.
Please be assured that we have escalated your query to our management team to expedite the resolution and ensure you receive urgent assistance. We are closely monitoring the progress and will keep you updated on any developments.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to get this resolved as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We sincerely apologize for the frustration and inconvenience you have experienced. We understand how important an internet connection is, and we appreciate your patience.
Please be assured that we have escalated your query to our management team to expedite the resolution and ensure you receive urgent assistance. We are closely monitoring the progress and will keep you updated on any developments.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to get this resolved as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply03 Mar 2025, 15:16
Official
Dear Todani
We sincerely apologize for the frustration and inconvenience you have experienced. We understand how important an internet connection is, and we appreciate your patience.
Please be assured that we have escalated your query to our management team to expedite the resolution and ensure you receive urgent assistance. We are closely monitoring the progress and will keep you updated on any developments.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to get this resolved as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
We sincerely apologize for the frustration and inconvenience you have experienced. We understand how important an internet connection is, and we appreciate your patience.
Please be assured that we have escalated your query to our management team to expedite the resolution and ensure you receive urgent assistance. We are closely monitoring the progress and will keep you updated on any developments.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to get this resolved as quickly as possible.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TK
Todani K's updateReviewer Update
04 Mar 2025, 07:17 Dear Siboniso
Thank you for your response and for escalating my query. I appreciate your assistance.Could you please provide an update on the expected timeframe for a response from management regarding this issue? Additionally, I would like to know when I can anticipate the contractor to complete the installation, as this has been pending since my activation date on February 22nd.
I would appreciate your prompt feedback on this matter.
Best regards,
Todani
Thank you for your response and for escalating my query. I appreciate your assistance.Could you please provide an update on the expected timeframe for a response from management regarding this issue? Additionally, I would like to know when I can anticipate the contractor to complete the installation, as this has been pending since my activation date on February 22nd.
I would appreciate your prompt feedback on this matter.
Best regards,
Todani
TK
Todani K's update04 Mar 2025, 07:17
Reviewer Update
Dear Siboniso
Thank you for your response and for escalating my query. I appreciate your assistance.Could you please provide an update on the expected timeframe for a response from management regarding this issue? Additionally, I would like to know when I can anticipate the contractor to complete the installation, as this has been pending since my activation date on February 22nd.
I would appreciate your prompt feedback on this matter.
Best regards,
Todani
Thank you for your response and for escalating my query. I appreciate your assistance.Could you please provide an update on the expected timeframe for a response from management regarding this issue? Additionally, I would like to know when I can anticipate the contractor to complete the installation, as this has been pending since my activation date on February 22nd.
I would appreciate your prompt feedback on this matter.
Best regards,
Todani
MetroFibre Networx's replyOfficial
04 Mar 2025, 10:13Dear Todani
The contractor will be in contact with you today to arrange an appointment. They were awaiting on a quote to be approved for the repairs and that has been done.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The contractor will be in contact with you today to arrange an appointment. They were awaiting on a quote to be approved for the repairs and that has been done.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply04 Mar 2025, 10:13
Official
Dear Todani
The contractor will be in contact with you today to arrange an appointment. They were awaiting on a quote to be approved for the repairs and that has been done.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
The contractor will be in contact with you today to arrange an appointment. They were awaiting on a quote to be approved for the repairs and that has been done.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TK
Todani K's updateReviewer Update
12 Mar 2025, 15:26Good day
After the last email you sent , the was a hiccup cause by the landlord requesting for extra stuff. Unfortunately that has been sorted out and the is an email in which the landlord states that the pavement can now be lifted and only the units that has an account (me the client and another client) ISP cable can now be installed.
Unfortunately Taryn metro fibre has to send back this message to the head office so that they can realise a PO and instruct the contractor to do the repairs or installation. The matter is at the head office can you please assist with escalating it or assist with getting a response as soon as possible.
I need wifi just like yesterday, your assistance will be appreciated
After the last email you sent , the was a hiccup cause by the landlord requesting for extra stuff. Unfortunately that has been sorted out and the is an email in which the landlord states that the pavement can now be lifted and only the units that has an account (me the client and another client) ISP cable can now be installed.
Unfortunately Taryn metro fibre has to send back this message to the head office so that they can realise a PO and instruct the contractor to do the repairs or installation. The matter is at the head office can you please assist with escalating it or assist with getting a response as soon as possible.
I need wifi just like yesterday, your assistance will be appreciated
TK
Todani K's update12 Mar 2025, 15:26
Reviewer Update
Good day
After the last email you sent , the was a hiccup cause by the landlord requesting for extra stuff. Unfortunately that has been sorted out and the is an email in which the landlord states that the pavement can now be lifted and only the units that has an account (me the client and another client) ISP cable can now be installed.
Unfortunately Taryn metro fibre has to send back this message to the head office so that they can realise a PO and instruct the contractor to do the repairs or installation. The matter is at the head office can you please assist with escalating it or assist with getting a response as soon as possible.
I need wifi just like yesterday, your assistance will be appreciated
After the last email you sent , the was a hiccup cause by the landlord requesting for extra stuff. Unfortunately that has been sorted out and the is an email in which the landlord states that the pavement can now be lifted and only the units that has an account (me the client and another client) ISP cable can now be installed.
Unfortunately Taryn metro fibre has to send back this message to the head office so that they can realise a PO and instruct the contractor to do the repairs or installation. The matter is at the head office can you please assist with escalating it or assist with getting a response as soon as possible.
I need wifi just like yesterday, your assistance will be appreciated
TK
Todani K's updateReviewer Update
16 Mar 2025, 10:30Dear Siboniso/MetroFibre Team,
I am extremely frustrated with the way my installation is being handled. The level of unprofessionalism is completely unacceptable.
On Friday, 14 March, a contractor came to install a new connection in my unit, along with two others. The ISP cable was installed, and the router was connected. However, the ISP cable was not linked to the main port due to a lack of available ports. I was informed that a MetroFibre technician would come on Saturday, 15 March, to complete the installation.
Unfortunately, the technician never arrived, nor did I receive any communication regarding the delay. This ongoing issue is severely impacting me—I am currently injured, relying on crutches, and need to work from home, but I cannot do so without an internet connection.
My initial activation date was set for 22 February 2025, and it has now been nearly a month without resolution. I need this issue addressed urgently. Please confirm when the technician will arrive to complete the installation.
I expect a prompt response and resolution.
Regards
Todani Khaphathe
I am extremely frustrated with the way my installation is being handled. The level of unprofessionalism is completely unacceptable.
On Friday, 14 March, a contractor came to install a new connection in my unit, along with two others. The ISP cable was installed, and the router was connected. However, the ISP cable was not linked to the main port due to a lack of available ports. I was informed that a MetroFibre technician would come on Saturday, 15 March, to complete the installation.
Unfortunately, the technician never arrived, nor did I receive any communication regarding the delay. This ongoing issue is severely impacting me—I am currently injured, relying on crutches, and need to work from home, but I cannot do so without an internet connection.
My initial activation date was set for 22 February 2025, and it has now been nearly a month without resolution. I need this issue addressed urgently. Please confirm when the technician will arrive to complete the installation.
I expect a prompt response and resolution.
Regards
Todani Khaphathe
TK
Todani K's update16 Mar 2025, 10:30
Reviewer Update
Dear Siboniso/MetroFibre Team,
I am extremely frustrated with the way my installation is being handled. The level of unprofessionalism is completely unacceptable.
On Friday, 14 March, a contractor came to install a new connection in my unit, along with two others. The ISP cable was installed, and the router was connected. However, the ISP cable was not linked to the main port due to a lack of available ports. I was informed that a MetroFibre technician would come on Saturday, 15 March, to complete the installation.
Unfortunately, the technician never arrived, nor did I receive any communication regarding the delay. This ongoing issue is severely impacting me—I am currently injured, relying on crutches, and need to work from home, but I cannot do so without an internet connection.
My initial activation date was set for 22 February 2025, and it has now been nearly a month without resolution. I need this issue addressed urgently. Please confirm when the technician will arrive to complete the installation.
I expect a prompt response and resolution.
Regards
Todani Khaphathe
I am extremely frustrated with the way my installation is being handled. The level of unprofessionalism is completely unacceptable.
On Friday, 14 March, a contractor came to install a new connection in my unit, along with two others. The ISP cable was installed, and the router was connected. However, the ISP cable was not linked to the main port due to a lack of available ports. I was informed that a MetroFibre technician would come on Saturday, 15 March, to complete the installation.
Unfortunately, the technician never arrived, nor did I receive any communication regarding the delay. This ongoing issue is severely impacting me—I am currently injured, relying on crutches, and need to work from home, but I cannot do so without an internet connection.
My initial activation date was set for 22 February 2025, and it has now been nearly a month without resolution. I need this issue addressed urgently. Please confirm when the technician will arrive to complete the installation.
I expect a prompt response and resolution.
Regards
Todani Khaphathe
MetroFibre Networx's replyOfficial
17 Mar 2025, 08:24Thank you for your message. I understand the challenges you're facing, and I want to assure you that the matter has been escalated to the appropriate team for immediate attention. We are taking the necessary steps to ensure the installation is completed as soon as possible.I will follow up with you directly regarding the technician's arrival time and any additional updates. Rest assured, we are prioritizing this and will work to resolve it without further delay.Thank you for your patience, and we will keep you informed of the progress.
MetroFibre Networx's reply17 Mar 2025, 08:24
Official
Thank you for your message. I understand the challenges you're facing, and I want to assure you that the matter has been escalated to the appropriate team for immediate attention. We are taking the necessary steps to ensure the installation is completed as soon as possible.I will follow up with you directly regarding the technician's arrival time and any additional updates. Rest assured, we are prioritizing this and will work to resolve it without further delay.Thank you for your patience, and we will keep you informed of the progress.
TK
Todani K's updateReviewer Update
17 Mar 2025, 11:28Dear MetroFibre Team,
Since 08:00 AM this morning, I have been in contact with your support team, who have repeatedly assured me that the maintenance team is aware of my issue and that a technician or contractor will be in touch shortly and on-site today to resolve it. However, despite these assurances, I have yet to receive a single call from the contractor.
I have called MetroFibre three times this morning, only to receive the same response each time. It is highly unprofessional that a simple phone call to a client takes more than four hours. This lack of communication makes me question whether the issue will indeed be resolved today as promised.
To make matters worse, I am stuck at home waiting for someone who may not even show up—just like what happened on Saturday. This is beyond frustrating. On top of this, once the issue is finally addressed, I will still need to wait an additional 12 hours for activation. These continuous delays are completely unacceptable.
I need a clear and immediate update on when the technician will arrive. Please provide urgent feedback.
Since 08:00 AM this morning, I have been in contact with your support team, who have repeatedly assured me that the maintenance team is aware of my issue and that a technician or contractor will be in touch shortly and on-site today to resolve it. However, despite these assurances, I have yet to receive a single call from the contractor.
I have called MetroFibre three times this morning, only to receive the same response each time. It is highly unprofessional that a simple phone call to a client takes more than four hours. This lack of communication makes me question whether the issue will indeed be resolved today as promised.
To make matters worse, I am stuck at home waiting for someone who may not even show up—just like what happened on Saturday. This is beyond frustrating. On top of this, once the issue is finally addressed, I will still need to wait an additional 12 hours for activation. These continuous delays are completely unacceptable.
I need a clear and immediate update on when the technician will arrive. Please provide urgent feedback.
TK
Todani K's update17 Mar 2025, 11:28
Reviewer Update
Dear MetroFibre Team,
Since 08:00 AM this morning, I have been in contact with your support team, who have repeatedly assured me that the maintenance team is aware of my issue and that a technician or contractor will be in touch shortly and on-site today to resolve it. However, despite these assurances, I have yet to receive a single call from the contractor.
I have called MetroFibre three times this morning, only to receive the same response each time. It is highly unprofessional that a simple phone call to a client takes more than four hours. This lack of communication makes me question whether the issue will indeed be resolved today as promised.
To make matters worse, I am stuck at home waiting for someone who may not even show up—just like what happened on Saturday. This is beyond frustrating. On top of this, once the issue is finally addressed, I will still need to wait an additional 12 hours for activation. These continuous delays are completely unacceptable.
I need a clear and immediate update on when the technician will arrive. Please provide urgent feedback.
Since 08:00 AM this morning, I have been in contact with your support team, who have repeatedly assured me that the maintenance team is aware of my issue and that a technician or contractor will be in touch shortly and on-site today to resolve it. However, despite these assurances, I have yet to receive a single call from the contractor.
I have called MetroFibre three times this morning, only to receive the same response each time. It is highly unprofessional that a simple phone call to a client takes more than four hours. This lack of communication makes me question whether the issue will indeed be resolved today as promised.
To make matters worse, I am stuck at home waiting for someone who may not even show up—just like what happened on Saturday. This is beyond frustrating. On top of this, once the issue is finally addressed, I will still need to wait an additional 12 hours for activation. These continuous delays are completely unacceptable.
I need a clear and immediate update on when the technician will arrive. Please provide urgent feedback.