1 reviews | Active since Aug 2019
Unacceptable Service & Empty Promises from MetroFibre – Ticket Closed While Still Unresolved
We had no internet from 13–16 May 2025 in Lyttelton Manor, Centurion, and MetroFibre has handled the situation with complete disregard for customer service and accountability.
Despite repeated escalations (Ticket ID: 742212), we received:
No working service for four days
No interim wireless solution, despite promises
Conflicting updates from multiple agents
A message saying "I’m still with you" as a response to a serious request for an update
Then, to top it off, the ticket was closed with a generic feedback form link while nothing had been resolved about the billing or credit request
When I requested a refund or credit, I was told the network runs on a “best effort” basis, and unless I exceed 18 full days of downtime in a year, I don’t qualify for any compensation.
MetroFibre, this is not how you treat paying customers.
You provided zero service for four days, we paid in full, and now you’re refusing any refund while pretending the issue is closed. This is exploitative and shows how little you value your clients once you’ve locked them into a contract.
I will now be looking at alternative providers and reporting this to the relevant consumer bodies.
Thank you for taking the time to share your experience. We acknowledge the frustration caused by the service interruption and the dissatisfaction with how the matter was handled.
We understand that reliable service and clear communication are essential, and your concerns regarding the lack of resolution, inconsistent updates, and the credit policy explanation have been noted in full.
Please be assured that this matter is being taken seriously. We will be escalating your case to the relevant department for further investigation and review, particularly regarding the handling of the original ticket and the credit request.
Your feedback plays an important role in helping us identify where improvements are needed, and we appreciate you bringing this to our attention.
You will receive an update as soon as the escalation has been reviewed. Should you have any further queries in the meantime, feel free to respond directly to this message.
Kind regards,
SibonisileMetroFibre Complaints & Escalations
Thank you for taking the time to share your experience. We acknowledge the frustration caused by the service interruption and the dissatisfaction with how the matter was handled.
We understand that reliable service and clear communication are essential, and your concerns regarding the lack of resolution, inconsistent updates, and the credit policy explanation have been noted in full.
Please be assured that this matter is being taken seriously. We will be escalating your case to the relevant department for further investigation and review, particularly regarding the handling of the original ticket and the credit request.
Your feedback plays an important role in helping us identify where improvements are needed, and we appreciate you bringing this to our attention.
You will receive an update as soon as the escalation has been reviewed. Should you have any further queries in the meantime, feel free to respond directly to this message.
Kind regards,
SibonisileMetroFibre Complaints & Escalations