SR
Suzahn R
1 reviews | Active since Oct 2023
03 Feb 2026, 09:11
Unacceptable Service: Installation Completed but No Active Line
As a new customer, my experience has been nothing short of unacceptable. Contractors rushed to run the fibre cables and install the termination point, followed quickly by technicians installing and configuring the router. All of this happened impressively fast—completely pointless, however, because nearly two weeks later the line still has not been activated. I have contacted customer support repeatedly, and on the rare occasions I actually manage to speak to someone, I am given the same empty response: that a technician will contact me. No one has contacted me. This ongoing lack of action, accountability, and basic communication is extremely frustrating and reflects very poorly on your service.
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MetroFibre Networx's replyOfficial
03 Feb 2026, 09:53Dear Suzahn
Thank you for bringing this matter to our attention.
We sincerely apologise for the delay in service activation and for the frustration and inconvenience this has caused, especially as a new customer. We understand how disappointing it is to have the installation completed but still experience delays in getting your line activated, and we acknowledge that the lack of communication has added to your frustration.
Please be assured that we have escalated your complaint to the relevant department and have requested that they contact you urgently to assist with the activation and provide clear feedback. Your query has been marked as a priority.
We will continue to actively follow up on this matter until it is fully resolved and will keep you updated on any progress.
Thank you for your patience while we work to address this matter as a matter of urgency.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the delay in service activation and for the frustration and inconvenience this has caused, especially as a new customer. We understand how disappointing it is to have the installation completed but still experience delays in getting your line activated, and we acknowledge that the lack of communication has added to your frustration.
Please be assured that we have escalated your complaint to the relevant department and have requested that they contact you urgently to assist with the activation and provide clear feedback. Your query has been marked as a priority.
We will continue to actively follow up on this matter until it is fully resolved and will keep you updated on any progress.
Thank you for your patience while we work to address this matter as a matter of urgency.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply03 Feb 2026, 09:53
Official
Dear Suzahn
Thank you for bringing this matter to our attention.
We sincerely apologise for the delay in service activation and for the frustration and inconvenience this has caused, especially as a new customer. We understand how disappointing it is to have the installation completed but still experience delays in getting your line activated, and we acknowledge that the lack of communication has added to your frustration.
Please be assured that we have escalated your complaint to the relevant department and have requested that they contact you urgently to assist with the activation and provide clear feedback. Your query has been marked as a priority.
We will continue to actively follow up on this matter until it is fully resolved and will keep you updated on any progress.
Thank you for your patience while we work to address this matter as a matter of urgency.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the delay in service activation and for the frustration and inconvenience this has caused, especially as a new customer. We understand how disappointing it is to have the installation completed but still experience delays in getting your line activated, and we acknowledge that the lack of communication has added to your frustration.
Please be assured that we have escalated your complaint to the relevant department and have requested that they contact you urgently to assist with the activation and provide clear feedback. Your query has been marked as a priority.
We will continue to actively follow up on this matter until it is fully resolved and will keep you updated on any progress.
Thank you for your patience while we work to address this matter as a matter of urgency.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations